Why AHTs Still Matter and 5 Ways to Improve Them
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. Itâs important to strike the balance between speed and personalised...
View ArticleGlobal Research Reveals 3 Ways to Make UK Agents More Impactful
Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team.
View ArticleWhat is WebRTC and How Does It Work?
WebRTC allows developers to create web applications that support real-time communications. Learn more about this open-source VoIP technology.
View Article5 Customer Service Expectations You Absolutely Must Meet
If youâre not providing an exceptional customer experience and consistently meeting customer expectations, itâs likely youâre losing customers to competitors.
View ArticleDifference Between A Standalone SoftSwitch And A Distributed Softswitch...
A SoftSwitch, as its name suggests, is a software-based solution that utilizes hardware that is common in the business. In Voice over IP (VoIP) networks, a SoftSwitch offers call control intelligence...
View ArticleThe Great AI Paradox for Contact Centre Agents
Artificial Intelligence is on the rise and yet, believe it or not, tomorrowâs contact centre will need moreânot fewerâagents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and...
View ArticleManage Your Workforce in Real Time. Automatically.
What do you do when actual demand for customer engagement during the day is quite different from the forecast, perhaps radically different? Unique in the industry, Sytel Real-Time Automation (SRA)...
View ArticleUnwrapping Success across the Holiday Season through CX
The holiday shopping season is lucrative for retailers, with sales in the UK set to reach almost £85 billion during the period in 2023 alone.
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