The Average Handle Time for an agent to solve a customer issue is between 6.46 - 6.73 minutes, and it's different for different...

The most important thing in communication is hearing what isn’t said. - Peter Drucker, Father of post-war management thinking What is ART...

For every 1% increase in the FCR rate, there is an equal 1% increase in the customer satisfaction (CSAT) rate of the service and the...