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Contact Centre Mythbusting Part 1
In part 1 of their Mythbusting episodes, Justin Tippett and Daniel Ord focus on Customer Wait time including:
- SERVICE LEVELS/RESPONSE TIME
- INTERVALS
- QUALITY vs PERFORMANCE
- INDUSTRY STANDARDS
- WAIT TIME METRICS
- ABANDONMENT RATE & ASA
- READERBOARD/CALL BOARD
It's a short (under 25 minutes) fun and educational insight into contact centre management suitable for anyone who manages (or would like to manage) a contact centre.
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By Justin TippettIn part 1 of their Mythbusting episodes, Justin Tippett and Daniel Ord focus on Customer Wait time including:
- SERVICE LEVELS/RESPONSE TIME
- INTERVALS
- QUALITY vs PERFORMANCE
- INDUSTRY STANDARDS
- WAIT TIME METRICS
- ABANDONMENT RATE & ASA
- READERBOARD/CALL BOARD
It's a short (under 25 minutes) fun and educational insight into contact centre management suitable for anyone who manages (or would like to manage) a contact centre.