Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their automation investment. This blog article goes out to those who’ve already invested in automation, but is not getting the wanted outcome, and to you who are looking into investing in […]
One thing I come across every time I visit a customer’s contact center is the concern about AHT (Average Handle Time). The issues are taking too long to solve, taking up valuable time for the agent, and creating a poor customer experience.
Recently we had a Q&A post on LinkedIn where people could ask questions regarding customer experience and agent experience. Torbjörn Hörberg, who is our expert on the subject was ready to answer all the great questions that came in. These are the questions from the post, and the answers form from Torbjörn.