Global Response

MARCH 20, 2023

Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Global Response

DECEMBER 21, 2023

Barriers in cultural understanding or language can lead to miscommunications, and it’s one of the biggest challenges with outsourcing your customer service. Almost everyone has had the experience of calling customer service only to be met with an agent following a script who can’t quite understand what you’re trying to ask.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. This does not include time spent navigating an IVR system. Average Handling Time (AHT).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52