Philip Lacey, CTO of bxp software and erstwhile contact centre director believes that disposition codes are adequate, as far as they go, but if you need more detailed analysis, reduced wrap time and a more seamless customer experience, you should be considering software that allows you to deploy ‘Outcomes’

Average handle time (AHT) is a metric for the total average duration of a call. It’s a fairly simple formula, expressed as follows: AHT = Total Talk Time + Total Hold Time + Total Post Call Work ______________________________________________ Number of Calls So why all the fuss – and why is Average handle time so important […]

Safe-Harbour supposedly means that when a European citizen’s personal data is being processed by a U.S. company on U.S. based computers, it enjoys the same protection it would on a European-owned system. However, the European Commission is now set to issue new guidance about data transfers to the U.S. following an EU court ruling which […]