Average Handle Time call center professionals Employee engagement Self service 
Fonolo
SEPTEMBER 27, 2016
This formula is probably the most accurate representation of what it takes to achieve success in the call center for this reason; running a great contact center is an incredibly complicated undertaking, with dozens of interrelated, moving parts. Average handling times (AHT) increase. Errors happen.
Fonolo
NOVEMBER 17, 2020
Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.
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