Thu.Oct 06, 2022

Reduce average handle time with this one simple trick

Inside Customer Service

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.

What is Customer Service Performance? A Complete Overview

Zonka Feedback

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts.


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Guest Post: The Biggest Value Driver That is Not on Your Journey Map

Shep Hyken

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company.

Customer service agents finally get the recognition they deserve


Examples of bad customer behavior are typically what make for breaking news in the world of customer service. These are the kind of stories we’ve seen more frequently throughout the past few years as staffing and supply shortages mount and consumer stress levels run rampant.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Calculating Absenteeism in the Call Center


There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance.

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Data Visualization in Ecommerce Decision Making


Within the past few years, the E-commerce industry has recorded significant growth, which has elevated it to the top of the map as one of the best-performing business industries. Also, this has been mainly contributed by the rise of the coronavirus pandemic in 2020.

A note from Eoghan McCabe

Inside Intercom

We’ve got an update to share. Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Karen Peacock is stepping down as CEO and transitioning to an advisory role to support through the transition.


Gartner’s GetApp Ranks HoduCC #1 Category Leaders in Predictive Dialer


HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report.

Memory Mini Series Part 3: Why We Forget Things

MyCustomer Experience

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-. 6th Oct 2022. By Colin Shaw Founder & CEO


CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

5 Problems Caused by Sales and Marketing Misalignment


They’re like the perfect couple: One is analytical and direct while the other does all the talking and appeals to the emotions. When they’re in perfect alignment, life is good. That’s how it is with sales and marketing. But like couples, they have disagreements sometimes.

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Memory Mini Series Part 3: How Memories Can Be Altered and Why We Forget Things

Beyond Philosophy

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale.