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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their callcenterexperience. Can Call-Backs Do More for your Contact Center?
How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average waittime? Why is average waittime an important metric? How to Calculate Hold Time in a CallCenter. What causes long callcenter hold times?
In simpler words, if there’s a steep learning curve with your callcenter software, your agents will need guidance in the form of consistent training. Remember that even the smallest of technical snag can lead to prolonged waittimes and by extension, frustrated and angry customers.
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