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.

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.

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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