Abandonment Rate

Read More: A Midwest Story of Innovation

A contact center’s abandonment rate measures how many calls are abandoned before the customer service representative (CSR) answers. Contact center managers should strive to keep this number as low as possible to provide superior customer service.

CCaaS: How it Started and Where it’s Going

COVID’s Impact on the Nursing Shortage Crisis

Reinventing the Contact Center Customer Experience

The Road to Recovery: Improving Patient Engagement

Looking Back: How Today’s Nursing Shortage Crisis Came to Be