Ever wondered why AHT varies wildly? The answer will surprise you and change how you view contact center metrics forever. At a contact center for a major US brand, my colleague discovered an ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

Wait times to get through to PSEG telephone service agents spiked more than 1,500% during 2022 amid staffing problems and call-volume fluctuations, just as LIPA is preparing a complex new rate plan ...