Contact Centre Mythbusting Part 1 – Customer Wait Time
In part 1 of their Mythbusting episodes, they focus on Customer Wait time including:
- Service Levels/Response Times
- Intervals
- Quality versus Performance
- Industry Standards
- Wait time metrics including abandonment rate & ASA
- Using readerboards/call boards
It’s a short (under 25 minutes) fun and educational insight into contact centre management suitable for anyone who manages (or would like to manage) a contact centre.
Listen to the Podcast:
You can play directly in the browser below right now or you can find the Podcast in all your usual places to download and listen to later.
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Watch the Podcast:
As well as listening to the podcast, you can also watch the interview on our new YouTube Channel or just click play below:
Quick links:
- Learn: View our Contact Centre Management Fundamentals Course or Introduction to Contact Centre Management course
- Engage: Justin Tippett to complete a Health Check on your contact centre >
- Listen: Listen to more CX Central podcasts >
- Read: The most common call centre metrics >
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