If you can’t even keep your customers on the line, how can you expect to solve their problems?

What is call abandonment?

At its most basic, call abandonment is when your customers get so fed up with waiting that they quit the interaction before ever speaking with a representative. On a broader scale, call abandonment is a KPI that reflects the efficiency of your service. While it’s by no means the final word on your centre’s performance, call abandonment rates above best practice averages indicate potential areas for improvement. Read more →

Consumers are growing more confident and tech-savvy in their problem-solving efforts, creating a need for self-service outlets that allow them to help themselves without the input of an agent.

As products and services become more complex to reflect the changing needs of the marketplace, the value of accessible and agile customer service becomes more important than ever. Read more →

Give your contact centre a sterling reputation with these 5 tips.

Whether your contact centre has personally contributed to it or not, there’s simply no getting around it — contact centres have a bad rep. We’re the people who interrupt your family dinner trying to get you to upgrade your auto insurance, the people who drop your call accidentally, the ones who transfer you to a thousand different departments and ask you to repeat your name and reason for calling each time. Read more →

How to prevent your residents from being stuck waiting in line.

For any organization, meeting the needs of your customers can be a challenge. This can be especially true for municipalities, where customer complaints can vary widely and outrageously in both scope and complexity. Throw in a local emergency, which guarantees a boom in your call volume, and you have a recipe for disaster. Read more →