CRM Measuring number of calls offered: Expert advice:
Number of calls offered
Measuring number of calls offered: Expert advice
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Calculating abandoned call rates in the call center -- what to include
Ask the Expert - Expert Lori Bocklund offers advice on what to include when calculating the rate of abandoned call center calls.
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How to determine which help desk metrics to use
Ask the Expert - A technical help desk can use common metrics like abandoned calls and average speed of answer (ASA) to measure its service levels, advises Lori Bocklund in this call center expert response.
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Lowering call abandon rate in the call center
Ask the Expert - Is it possible to have zero abandoned calls in a call center? Read Lori Bocklund's advice on lowering abandon rate in this call center expert tip.