CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. This causes longer average speed of answer and higher abandonment rates. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. This results in enhanced customer experience, reduced abandonment rates and improved overall customer service quality.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. 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

Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195