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In this article we explain the difference between an abandoned call, a missed call and a lost call...
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Forecasting Abandoned Calls I’ve been tasked with forecasting abandoned calls by interval. I realise its not norma..
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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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Forecasting Using Calls Offered From the research that I have conducted, it appears that the most common approach to for..
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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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Four out of every five of those in the contact centre industry have never been offered voice training, according to the ..
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We have recently adjusted our service level targets to 85% in 15 seconds.  We would like to extend this and offer up a ..
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Ken Reid of Rostrvm Solutions shares seven ways that you can use technology to reduce wait times and abandoned calls. 1...
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Spin Rate. What Percentage of Abandoned Callers Call Back? We’re working on a 6-Sigma project looking at the reven..
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We were asked… “Do you include all abandoned calls within your statistics? If not which do you exclude i.e. ..
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We asked the LinkedIn professionals who follow our company page ‘Should a customer leaving a voicemail message count a..
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Celia Cerdeira at Talkdesk explores call centre service level, customer satisfaction, and how in any business, it’s im..
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Improving service level in your call centre comes down to aligning your team’s technology and actions with your ob..
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