March 29, 2018 by Matt Beatty

Now That We’ve Found Abandonment Rate and 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 / Brightmetrics / Data Analytics / Enterprise Contact Center / Dashboard / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Call Center Metrics / Call Center Tricks / Data / Data Tracking / KPI / User Interface / Call Center Abandon Rate / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Contact Center Reporting Solutions / Call Center Manager / Customer Service Representative

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 / Data Analytics / Contact Center Insights / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Employee Productivity / Customer Satisfaction / Call Center Tricks / KPI / Agent Productivity / Call Center Abandon Rate / Customer Success / Phone Analytics / Data Visualization / Call Center / Business Intelligence / Call Center Data / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Customer Journey / Customer Service Representative

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