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Offer callback options to reduce customer waittimes. Strategies to Lower Abandonment Rates: Provide estimated waittimes to set customer expectations. Utilize AI-powered speech analytics for real-time performance insights. Implement skills-based routing to match calls with the best-qualified agents.
Expected WaitTime? Estimated waittime is an estimate – usually calculated on a rolling basis by call center software – of the length of time a caller will have to wait in a queue before an agent answers. Scheduleadherence. Customer JourneyMap (CJM). Revenue per call.
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