Day: October 26, 2016

Proven Ways to Analyze Average Handle Time for Contact Centers

Commonly referred to as AHT, Average handle time is the recorded average amount of time (measured in minutes), required for your contact center agents to work on each individual case. It is usually recorded for the purpose of understanding the amount of time your team generally requires to comprehend and analyze an issue customers might have. …

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API (Application Programming Interface) 101 for Customer Experience

“You have got to start with customer experience and work back toward the technology – not the other way around.” Ok, no prizes for any guesses that this was once remarked by Steve Jobs. Now that almost all brands have realised the true importance of customer experience to foster their all inclusive growth, the primary …

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