Contact Centre

After Call Work

What is after call work and how it can be improved?

What is After-call work? After call work or ACW refers to the work/tasks a call center agent/customer service representative performs after their call with a customer. Most often, if not always after call work involves one of the following tasks: … Read More

Average Handle Time

What is AHT?

Average Handle Time Time is of utmost essence when it comes to call centres. Valuing your callers time as well as your organization’s is very important and needs to be a call centre’s top priority. A caller who is able … Read More

Abandoned Calls

What are Abandoned Calls?

Abandoned Calls What are Abandoned Calls?  Abandoned calls are calls which are abandoned or disconnected by the caller before reaching/connecting with the agent. Call may have been abandoned by the caller due to excessive wait time in the queue or … Read More

contact centre terminologies-100|Emitrr

100 Contact Centre Terminologies You Cannot Miss

What is Contact Centre Terminology?  Contact Centre Terminology or simply put Call Centre Terminology is a list of contact centre terms that are used in the day to day communication with contact centre stake holders to refer operations aspects of … Read More