Contact Center Articles

Prince Charles and AHT

Mar 15, 2017 |

After Call Work Time, Contact Center Economics 101, Contact Center Articles, Hold Time, Average Talk Time

“If you chuck away too many things, you end up discovering there was value in them.” This quote from Prince Charles is a warning to our sector. The customer contact industry is prone to vogues just like any other. Several years ago it was fashionable to be ...

Coaching

Mar 29, 2016 |

After Call Work Time, First Call Resolution, Coaching for Success, Average Talk Time, Agent Coaching, Agent Voices

Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ...

Resources and Technology

Mar 8, 2016 |

After Call Work Time, Transfers, Hold Time, Average Talk Time, Technology, Agent Voices

Properly selected and trained agents require the support of good technology to allow them success with customers. Proper IVR and routing capabilities, good Customer Relationship Management (CRM) systems, well-chosen and continuously maintained Knowledge ...

Training and Promotions

Mar 1, 2016 |

After Call Work Time, Agent Development, First Call Resolution, Agent Turnover, Average Talk Time, Employee Incentives, Agent Voices

Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ...

How to Minimize After Call Work Time

Apr 9, 2014 |

After Call Work Time, CallTalk Caramels, Contact Center Articles

After call work time (ACWT) is a component of call handle time that deserves managerial attention. It usually involves completing the customer record before taking the next call. This is normally done via electronic systems, but may, in some centers, include ...

Prince Charles and AHT

Coaching

Resources and Technology

Training and Promotions

How to Minimize After Call Work Time

Articles & News

Improve Your Center

Compare Your Center

Excel With Training

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Contact Center Articles

Prince Charles and AHT

Coaching

Resources and Technology

Training and Promotions

How to Minimize After Call Work Time

Join the Largest Community of Contact Center Professionals

Join the Largest Community of Contact Center Professionals

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Improve Your Center

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Excel With Training

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