Rates, Rates, Rates:  Abandonment Rates, Service Rates, Contact Rates, Growth Rates and their Effect on Your Forecast
Rates, Rates, Rates: Abandonment Rates, Service Rates, Contact Rates, Growth Rates and their Effect on Your Forecast

E-mail this product to a friend E-mail this product to a friend


Previous  Up  Next" 

The Uses and Misuses of Call Volume Growth Rates

By Tiffany LaReau

Beware the perils of relying solely on historical data when determining call volume growth rates. We’ll show you five techniques to increase your forecast’s accuracy.

The Value of Knowing Your Contact Rate

By Tiffany LaReau

Add more dimension and accuracy to your forecast by finding the correlation between your contact rate and customer base. We’ll take you through the steps involved in finding the data group, defining your customer base and finding the relationships.

Align Service Level Goals with Customer Tolerance

By Tiffany LaReau

Customers may be satisfied with your service overall, but still irritated by how long they have to wait to reach an agent. Customer satisfaction scores don’t reveal this type of behavioral information. Find out how to develop a patience diagram to track your customers’ tolerance for being in queue and to help you influence service level goal changes that will keep them from abandoning.

PDF download


Price: $17.95 


Quantity: