The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
