How FCR and AHT impact B2B call center performance
First Contact Resolution (FCR) and Average Handling Time (AHT) are two key indicators in measuring the effectiveness and productivity of customer service departments. By examining both metrics, customer service center ...
What is AHT and why is it important to B2B call center performance?
The Average Handling Time, or AHT, is a critical metric for call centers and customer service organizations, as it measures the average duration of customer calls. This metric is ...
The use of WER (Word Error Rate) in the B2B sector
Automatic Speech Recognition (ASR) has transformed the way we interact with technology, making our lives easier in various aspects such as customer service, meeting transcription, and the automation of ...
How to optimize your Call Center to increase your B2B sales
Nowadays, people are more than tired of receiving message after message aimed at selling them products and services from this or that. And this fatigue makes consumers increasingly demanding ...
AHT (Average Handle Time) in the call center: how to improve it
AHT (Average Handle Time) is one of the most relevant metrics in a call center, along with FCR, churn, or quality: a key indicator that acts as a compass, ...