Archive for Silence detection

7 CX Mistakes You’re Making Right Now

Why Companies Should Care About Customer Experience (CX) Studies show that customers typically tell 15 people about a poor service experience, versus the 11 people they tell when they have a positive experience Additionally, according to a poll conducted by American Express, "33% of Americans[...]

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3 Ways to Lower Average Handle Time with Conversation Analytics

Do You Know Your Average Handle Time Average Handle Time, or AHT, is an important metric for nearly every contact center The less time an agent spends helping a caller with a question or a problem, the more calls they can answer in a given period of time Businesses strive to have the lowest AHT[...]

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