ContactEngine appoints new VP of Customer Success
NEWSPeter Panagopoulos joins ContactEngine to spearhead the company’s ambitious growth strategy
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Peter Panagopoulos joins ContactEngine to spearhead the company’s ambitious growth strategy
ContactEngine wins Gold in the category of Business Process Management Innovations for its BackFill service
Preposterous. Of course it is. Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented. It is mathematically impossible to achieve a state where your agents spend no time talking to customers, no matter how much coffee you force down their necks.
AI Pioneer Professor Nick Jennings joins the ContactEngine Advisory Board
The increasingly unpredictable nature of consumer behaviour is causing havoc amongst utilities, telecom and other businesses dependent on home appointments, according to new research.
Putting restrictions on time is really no way to woo a frustrated customer and there is plenty of research to back it up!