Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?
Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter’s baritone), you can always watch it here.
📈 This is the first of a 4-part series of blog posts about creating the charts and dashboards discussed in The 5 Key Metrics Every Call Center Manager Should Master video series.
The how-to on Part 2: Check Out the Big Transfer Rate on Brad
Curious about Part 4? London Calling… Again? Could Wrap Codes Help Answer: “Why?”
☑ Curious about the original blog posts about The Key Metrics Every Call Center Manager Should Master?
Learn about Part 1: Do I Really Need a 0% Abandonment Rate?
Here’s Part 2: Agent Productivity: The Good, The Bad, The Cherry Pickers
Ready for Part 3? Let’s Talk Balancing Staffing Levels
The last in the series! Using Wrap Codes for a Refined Customer Experience