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
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
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
An API is an ‘Application Programming Interface’. Its purpose is to move data between different resources, letting those resources ‘talk’ to each other. APIs are
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call