What is Expected Wait Time? (EWT)
Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
In this post: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2
Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way
When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company
There’s no doubting that 2020 was a tough ride for the insurance industry. With 2021 shaping up to be perhaps just marginally better, many industry
Customers hate waiting on the phone to speak to an agent. Everyone knows this. The question, then, is why do so many of us keep
Picture the scene. I’m standing in a (pre-lockdown) queue at a store. Ahead of me, a teenage boy is standing with his mother. ‘It costs
Net Promoter Score (NPS) measures the proportion of people who say they would recommend a brand vs. passives and detractors. It’s a customer satisfaction and
In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction You already understand the importance of knowing how