Abandon Rate B2C Competitive Advantage Self Service 
NobelBiz
MAY 9, 2023
Abandon Rate must be monitored as progressive dialing does not measure agent or customer statistics. Customer-related data include filters based on demographics and historical connection rates based on time of day to determine how many lines to call out per agent.
West Monroe
JANUARY 24, 2022
The first is in digital customer service and support, especially in B2B companies, where the end user experience traditionally has been afterthought, but also in B2C companies. All steps toward digitization will only increase the amount of available data and opportunities to leverage it for competitive advantage.
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