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: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
In this post: What is TTS? Why does TTS matter in a contact center? What are the benefits of using TTS? What you should know
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce