Predicting Contact Center Average Handle Time

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center.

Create Effortless and Personal Experiences for Travel Customers

Taking vacations is a wonderful way to relax, de-stress, and spend time with friends and family. Vacations are also an opportunity to have new experiences, like visiting new places around the world and trying new activities. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver a great customer experience.

What Contact Center KPIs Are on Your Dashboard?

In our last blog, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.

Boost Customer Experience by Utilizing Service KPI Insights

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.