How to reduce or manage contact center abandonment
Why are Call Abandon Rates important?
Delivering a successful Customer Experience is becoming more and more of a challenge for businesses. Not only are customer expectations increasing but their tolerance for perceived poor service is shrinking. On top of that, pressures on resources and budget mean businesses are trying to do more with less.
Reducing contact center abandonment is key to maintaining customer experience. It is also very important to consider how to reduce abandonment. Customers often abandon due to long wait times, but there are other factors that lead to abandonment.
Your customer interaction abandon rate is not just a strong indicator who is unhappy with your service. It is also something you can address. Even better, it may even be easier than you realize.
What is your Interaction Abandon Rate?
This guide looks at seven steps to reduce call abandonment rates and how to ramp up your service effectively.
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Guide: 7 Steps to Reduce Call Abandon Rates
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About Enghouse Interactive
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.
Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.