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How to Reduce Average Handle Time (AHT)

How to Reduce Average Handle Time (AHT)

Average call handling time is used in call centres to measure the average duration of customer interactions. This includes the time spent talking to the customer and any additional time spent on follow-up actions.
Daniel Harding

Daniel Harding

6 mins read
What is Employee Engagement? How Do You Improve It?

What is Employee Engagement? How Do You Improve It?

Employee engagement is what makes employees feel valued and connected to your business. The more valued your employees feel, the more likely they are to contribute positively to the workplace.
Daniel Harding

Daniel Harding

7 mins read
What Does CX Mean and How Do You Measure It?

What Does CX Mean and How Do You Measure It?

The term ‘CX’ is used across many different organisations and industries. But what does CX stand for?
Daniel Harding

Daniel Harding

5 mins read
What is Call Disposition? A Guide for Call Centres

What is Call Disposition? A Guide for Call Centres

The term ‘call disposition’ is used to determine the outcome of a call. Call disposition (also known as call tags or activity codes) can help categorise calls based on their outcomes, such as whether a sale was made, if the...
Daniel Harding

Daniel Harding

5 mins read
Top 8 Benefits of Speech Analytics in Call Centres

Top 8 Benefits of Speech Analytics in Call Centres

Speech analytics analyses recorded calls to gather customer information and monitor and analyse your interactions to give you an overall view of each agent’s performance, which can then be measured against targets.
Daniel Harding

Daniel Harding

5 mins read
What is a Call Centre Wrap-Up Code?

What is a Call Centre Wrap-Up Code?

Call centre wrap-up codes, also referred to as call codes or disposition codes, are short labels or tags that agents use at the end of a call to classify the outcome of the call.
Daniel Harding

Daniel Harding

5 mins read
Meet MaxContact: Kat Rukavina

The Team

Meet MaxContact: Kat Rukavina

As part of our onboarding at MaxContact we always like to introduce new team members to our audience. It's a great way of getting to know the people that make up our team, what makes them tick and what they do in their spare...
Daniel Harding

Daniel Harding

2 mins read
CSAT Survey Question Examples

CSAT Survey Question Examples

Do you want to improve customer satisfaction and maintain customer retention? If so, a CSAT (customer satisfaction) survey can help.
Daniel Harding

Daniel Harding

7 mins read
AI for Cold Calling

AI for Cold Calling

Cold calling is when an agent calls a potential customer who has not had any interaction with the agent before. Simply put, it is a process that involves calling new customers. It involves reaching out to people who haven't...
Daniel Harding

Daniel Harding

5 mins read