2015 Abandon Rate Average Handle Time Call Center 
Talkdesk
AUGUST 25, 2016
Number of calls in queue, average handle times, speed to answer. Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem.
Eptica
SEPTEMBER 28, 2015
Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Next steps for contact centers Clearly, more work is needed if contact centers are going to deliver on their objectives. As companies are becoming more customer-centric, this is approach is changing.
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