Why Average Handle Time Still Matters CallMiner explores what Average Handle Time (AHT) is, why some critics say AHT is outdated, Why AHT still matters, how to use it the right way and frequently asked questions. Average handle time (AHT) is a key performance indicator (KPI) […]
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Mental Health Challenge: Technology’s Role in Supporting Agents Stuart Dorman at Sabio explores how retailers can better understand the mental health challenges facing contact centre agents, and what role technology might play in supporting their wellbeing. As the Retail Trust release the latest edition of their ‘Health of […]
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How Contact Centre Leaders Can Drive CX Improvements Across Departments Victoria Beverly at Creovai shows contact centre leaders how to turn conversation insights into cross-departmental action. As a contact centre leader, you likely know this frustrating reality: many of the customer calls flooding your centre are caused by issues your […]
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7 Ways Contact Centre Software Elevates CSAT in Travel and Hospitality Barbara Stuart at Enghouse explores 7 key ways contact centre software can elevate customer satisfaction in the travel and hospitably sector. Can you guess the average resolution time in travel-related customer service? It’s around 10 minutes and 36 seconds! While […]
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What Is Contact Centre Experience, and How Do You Improve It? Vonage explains the factors that contribute to great contact centre experiences and examine the steps you can take to ensure your business delivers the kind of experience that makes for very happy customers. Creating an excellent contact centre experience is […]
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