Average Handle Time (AHT) is critical to measure the efficiency of a contact center. AHT is the calculation of the average period of contact between an agent and a customer. The seemingly simple measurement of time will help improve the productivity of the center. Additionally, customer satisfaction is more likely to get better after learning […]
Category Archives: Contact Center Trends
Why Outsourcing Your Loyalty Reward Program Support Makes Sense
Just about any business owner or manager has an understanding that gaining customers is very difficult. They also know that keeping them is even harder. That is where a loyalty reward program can make a big impact. According to MaCorr Research, 6 percent of Canadians change where they shop to get reward points. The program […]
Good and Bad Customer Service Trends
New customer service trends emerge all the time because everyone is looking to improve their company’s customer service. Your customers are the lifeblood of your company, so adopting new customer service techniques and mediums can vastly benefit your company. However, just because they are trending does not mean that all of these techniques are effective. […]
The Nearshore Experience
What do you get when you combine the cost advantages of outsourcing offshore services with the quality and control achieved from outsourcing onshore? “A Nearshore Experience”. The term first introduced by Softtek (a global provider of process driven IT solutions and global nearshore operator) in 1997, is defined simply as a form of outsourcing that […]