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What’s really driving up your Average Handle Time? Richard Higginbotham from Netcall looks at where contact centres can improve efficiency, without sacrificing customer experience.
Average handle time is one of the most widely used measures of contact centre performance. It tells you how long, on average, it takes a team member to handle a customer interaction from ...
Customer experience automation (CXA) can help contact centre leaders deliver faster, more consistent, and more personalized customer journeys. But automation can just as easily create new problems if it is introduced without considering the end-to-end customer journey.
So, what should you avoid when automating customer experience? We asked our panel of technology ex...
Date: 22 October 2026 | 1:00 PM BST
Location: Virtual
Date: 24 November 2026 | 10:00 am
Location: NiCE Systems, 11th floor, 88 Wood St, Barbican, London, EC2V 7QR
Click here for this webinar recording
Do you want to make improvements to your Quality Assurance (QA), but don’t even know where to begin? You are not alone! The barriers can feel endless – from lack of time, tight budgets, limiting tools, and manual processes, to inconsistent levels of agent buy-in and even resistance from stakeholders.
That’s why we...