How to Improve AHT and Keep Customers Happy
Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how long agents spend per call, including talk time, holds, and follow-up work. Learn how to improve Average Handle Time (AHT) without sacrificing customer satisfaction.
Average Handle Time (AHT): How to measure it and why it matters
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d probably also want to know how long each table took— from ordering to paying the bill. In the world of contact centres, “table time” would be your Average Handle Time or AHT
How automatic QA helps you understand your customers better
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident are you that the rest of your customer interactions are hitting the mark?
Should Contact Centres Replace Humans with AI?
It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth is, that the benefits of AI are undeniable in terms of efficiency and handling increasing customer demands. AI can handle massive volumes of interactions while simultaneously providing immediate and consistent […]
Streamlining Data Capture with Dynamic Pop-Up Forms in QContact
Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why QContact’s new dynamic pop-up forms feature enables businesses to seamlessly collect essential information during customer interactions.
Unstable cables
The past few months have seen large scale internet disruption across Africa due to submarine cable cuts.
Africa’s vast size coupled with geopolitical reasons makes it more reliant on submarine cables than you would see in the US or Europe, and more akin to a series of islands.
Chat bots and ChatGPT – ready for deployment?
Simple answer – no, it’s not! Chat bots and ChatGPT bots are not ready for deployment. But let us explain why in this blog.
Not every conversation is a ticket.
Many traditional customer support tools want to class every interaction with the customer into a ticket. Customer rings to ask about a product? It’s a ticket. They ring to ask about an order update? Ticket. Every interaction – always a ticket. Not every conversation is a ticket.
Why is your price hidden?
We’ve probably all been there – we see a product or service, we like what we see and we click that link that says Pricing expecting to see, you know, the price.