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Can you reduce AHT without damaging customer satisfaction?

By Frost & Sullivan | Oct 12, 2017 | CCW

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are...

Information, Insight, and Analytics Drive Customer Loyalty!

By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW

Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...

Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange

By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Sep 14, 2017 | CCE, CCW

Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how digital transformation represents an era of unprecedented exponential change. How can organizations best keep up with...

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Can you reduce AHT without damaging customer satisfaction?

Information, Insight, and Analytics Drive Customer Loyalty!

Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange

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