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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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We share examples of inbound call centre metrics and discuss how they are often misused, before sharing some much better..
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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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Alvaria’s Brett Brosseau explains how your inbound call centre is the catalyst for customer loyalty. As the busine..
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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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Nuni Brito at Talkdesk shares insights on the differences between inbound and outbound call centres. Every call centre i..
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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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Question: What kind of questions should I ask when interviewing potential agents for an inbound sales call centre enviro..
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