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
Your contact center – no matter how large – has a place in the cloud. Sure, it can be daunting to make the leap. It’s
Everyone wants to move services to the cloud. It’s a cloud bonanza. And it’s cloud-based ACD systems which offer some of the biggest gains for
The automatic call distributor system is one of the oldest pieces of tech in the call center. Based on some of the customer service out
Automatic call distribution is the practice of directing incoming phone calls to available agents. This is handled by an Automated Call Distributor (ACD) which can