Talkdesk

MAY 14, 2019

Definition: Average Wait Time (AWT), also known as Average Speed of Answer (ASA), is the average time an inbound call spends waiting in queue or waiting for a callback if that feature is active in your IVR system. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait times 61

Wait times Call Center Abandon rate Average Handle Time 61

CSM Magazine

SEPTEMBER 28, 2021

Faster resolution lowers average handling time (AHT) and drives efficiency through the enterprise. While traditional IVR vendors “bolt on” an AI automation layer on top of legacy IVR systems, Kore.ai and over 100 global 2000 companies have automated a billion interactions since Kore.ai

Contact Center 52

Contact Center Average Handle Time Interactive Voice Response Wait times 52

Vistio

SEPTEMBER 20, 2021

So we spun off and started a company called Acclivity in 2014, and we were really focused on billion to 10 billion in revenue, multinational, and really with the folks on the contact center space, along with networking and we reunified communications. They’re both great products. So differentiation is difficult.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Escalating from a digital channel to voice. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176