Abandon rate, CCNG and Customer Care - Customer Contact Central

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Abandon rate

CCNG

Customer Care

The Essential Guide to WFM – Key Features to Look For

CCNG

MAY 30, 2024

Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.

Abandon rate

Abandon rate CCNG Average Handle Time Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. This causes longer average speed of answer and higher abandonment rates. This can add another 30 to 45 seconds to the call.

Management

Management Average Handle Time Self service First call resolution

The Essential Guide to WFM – Key Features to Look For

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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