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Cutting waittime, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Chatbots can start a chat when they detect a customer stumbling through the site or showing potential signs of cart abandonment. Free eBook. And in December 2019? Over 6,400.
In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter waittimes and higher First Contact Resolution rates, usually leading to increased customer satisfaction.
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonmentrate. Want to learn more about key call center efficiency metrics?
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Abandon Rate 
180 
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