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Ric Kosiba introduces a method for predicting call abandon rates and presents the benefits of doing so. Predicting call ..
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Excellent article on attrition management that looks at how to control and reduce attrition. Looks at the key causes fo..
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Service Level Vs Abandonment Rates I’m in a Contact Centre handling on average 3000 calls a day made up of around ..
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Jonty outlines a scientific approach for improving your call-abandon rates. While no one enjoys queuing for a call centr..
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Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Hi I have a excel based formula that forecasts the ..
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Staffing shortages and high attrition can cause massive problems for contact centres, but why are people leaving? Chava ..
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Attrition occurs in all contact centres, but do you know how your attrition rate compares to others? Ian asked our Linke..
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Caroline Leonard explains that attrition is a fact of life in every organization, no matter how large or small. However,..
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It can be tough when staff turn on their heel and walk away from your business. But, as James Adonis points out, the rea..
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Emily Broom at EvaluAgent explains how to navigate the impact of rising interest rates on your financial contact centre...
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How do you reduce attrition rates is a question that seems to be fairly frequently asked. So we asked the question of ou..
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Asking customers for feedback is an essential part of the improvement process for any business, and I’m pleased to say..
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Sebastian Reeve of Nuance discusses whether or not the UK is really getting worse at First Contact Resolution (FCR). Ask..
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