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We look at how to measure and calculate attrition rates in the contact centre. Attrition Rate Meaning What is an Attriti..
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We take a look at how to calculate Call Abandon Rate in the contact centre, providing a formula, industry standards and ..
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Our panel of experts share their top tips for reducing abandon rates in the contact centre. 1. Identify Where Calls Are ..
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How Do You Measure Repeat Call Rate? Currently me and my colleagues are looking into the exact metrics for calculating r..
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In this article we look at how to measure and calculate customer churn rates in the contact centre. What Is Customer Chu..
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Steve Rongevær-Boother at Calabrio, explains how contact centres can calculate not ready rate and the formula required...
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Call abandonment rate refers to the percentage of customers who hang up before they are connected to an agent. It is one..
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Have you ever wondered how many customers come back and use your services or buy your products? This metric is called cu..
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RingCentral Contact Centre Helps Littlefish Achieve 95% Satisfaction Rate While Providing World-Class IT Support An Awar..
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Contact centres have a turnover problem – that’s nothing new. But the revolving door of hiring and rehiring agents d..
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Recently, a Call Centre benchmarking report made the rounds, stating that the industry standard  average abandonment ra..
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Thibault Gilardoni at Odigo explains how there are hard and soft costs associated with contact centre turnover, the rate..
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What happens when a customer hangs up the phone before talking with a customer service agent? This may occur for various..
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This case study explores how KMS Lighthouse cut error rates in GE Healthcare’s contact centres. Background GE Heal..
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Scottish is the most attractive accent in Britain, according to a new study from TollFreeForwarding.com. People across t..
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Customers are key to every business’s survival, and keeping them from churning and turning to competitors is an al..
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