Magellan Solutions

AUGUST 16, 2021

We can further help with the following self-service options: Detailed and easily-navigable FAQs – Allow customers to find an answer to their problem without being directed by a service agent. These tutorials can take the form of YouTube videos or online documents or slideshows. Focus on FCR.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

The delicate balance is to deliver quality service without sacrificing the client experience, while also addressing the issue so that a follow-up contact is not required. Shorter calls equate to more calls per agent and higher income. After-Call Work (ACW) ACW is an abbreviation that stands for “after-call work.”

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The delicate balance is to deliver quality service without sacrificing the client experience, while also addressing the issue so that a follow-up contact is not required. Shorter calls equate to more calls per agent and higher income. After-Call Work (ACW) ACW is an abbreviation that stands for “after-call work.”

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52