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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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SLA and Abandon Formulas In Erlang I have a question regarding SLA and ABN formulas in Erlang. I try to get the expected..
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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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Jonty outlines a scientific approach for improving your call-abandon rates. While no one enjoys queuing for a call centr..
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Sample Inbound Call Center SOP Can any one share me a sample call center SOP. Question asked by Ren What Does SOP Mean? ..
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We share examples of inbound call centre metrics and discuss how they are often misused, before sharing some much better..
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Average Time to Abandon (ATA) is also known as the Average Patience of the caller. This is the average length of time th..
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We were asked… “Does anybody know what percentage of callers abandon in an IVR before being connected to th..
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Alvaria’s Brett Brosseau explains how your inbound call centre is the catalyst for customer loyalty. As the busine..
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Jamie Stewart, Sytel’s Marketing Manager, interviews Ankush Gangwani, Associate Vice President and GM of Cloud CCAAS a..
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The split between inbound and outbound There is a definite split in the call centre industry between inbound and outboun..
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Despite the investment in self-service solutions, organisations still experience high call volume. In fact, statistics s..
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