Why are Contact Center Abandon Rates Important?
Delivering a successful Customer Experience (CX) is becoming more of a challenge as customer expectations grow, while their tolerance for poor service shrinks. At the same time, pressures on resources and budgets mean that businesses must do more with less.
They Can Make or Break The Customer Experience
But how? ContactBabel’s latest Decision Makers’ Guide* found that consumers value a short wait time as one of their top three factors for a satisfying customer experience. When customers abandon their call, it is usually because they find the wait time excessive and unacceptable.
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