March 29, 2018 by Matt Beatty

Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.
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IN Analytics / Data Analytics / Enterprise Contact Center / Call Center Agent Performance / Wrap Codes / Call Center Tricks / KPI / Abandon Rate / Data Visualization / Call Center / Business Intelligence / Call Queue

March 15, 2018 by Matt Beatty

Do I Really Need a 0% Abandonment Rate?

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]
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IN Analytics / Call Center Agent Performance / Wrap Codes / Call Center Tricks / Abandon Rate / Data Visualization / Call Center / Business Intelligence

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