Does it result in fewer calls or is it just a way to reach a different generation? Channel shifting describes the various ways you interact with callers and how it is shifting from just telephone calls, from self-service on the web to interactive chats to emails or receiving information from mobile devices. But will channel shifting really cause call volume to drop?
What should your local government call center be tracking and what is the best way to do it? Is average talk time an important measurement? What does your abandon rate tell you? And what can aux time versus unavailable time tell you?