Average Handle Time (AHT)
An average handle time (AHT) is a weighted measurement of the amount of time it takes for an agent to […]
Contact Center
3 Tips for Leveraging Remote Contact Center Agents to Drive Operational Excellence
Working from home has long been viewed as a perk, something that many employees wished for, but their employers were
The New Skill Set Contact Center Agents Need to Improve their Digital Bedside Manner
COVID-19 has disrupted the healthcare industry, causing healthcare organizations to postpone procedures like elective surgeries to free up resources to
Agent Availability
Agent Availability (also called as Customer Contact Ratio or Assist Rate) is a key performance indicator used by most contact
Telephone Service Factor (TSF)
Also known as a “telephone service factor” (TSF) or a ‘’Service Facility Charge’’, this charge is assessed on every call
Session Initiation Protocol (SIP)
Related: Protecting Communications Data Amid Today’s Digital Transformation Session Initiation Protocol (SIP) allows communication between end-user equipment (E.g., computer, telephone,
Longest Call Waiting (LCW)
Read More: HITRUST – And Why It Matters In the contact center industry, Longest Call Waiting (LCW) is the maximum
Automatic Speech Recognition (ASR)
Read More: Avoid Capital Expenditures & Expensive Phone Switch Upgrades Automatic Speech Recognition (ASR) is an important component of customer