Silent Abandonment in Text-Based Contact Centers: Identifying,
Quantifying, and Mitigating its Operational Impacts
Silent Abandonment in Text-Based Contact Centers: Identifying,
Quantifying, and Mitigating its Operational Impacts
In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call centers, as measuring customer experience proxies like abandonment and patience involves uncertainty. A key source of this uncertainty is silent abandonment, where customers …