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. We all need to normalize our arrival patterns to make sure we’re not inaccurately including power outages and random sales campaigns in our future forecasting.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

AUGUST 28, 2024

This results in enhanced customer experience, reduced abandonment rates and improved overall customer service quality. Sales and Marketing Lead Generation and Qualification: Chatbots can qualify leads by asking initial questions and collecting customer data, allowing sales agents to focus on qualified prospects.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

When you outsource your contact center operations to a reliable provider, they not only help streamline your operations and reduce costs but they can often bring in initiatives like sales through service. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JULY 27, 2022

Chat to Conversion Rate - A lead-generation metric that measures customer service assistance, which converts to sales. Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195