Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Another big thing is, our agents love our software.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Another big thing is, our agents love our software.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores?

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

But one day I got an email from an executive of Verizon Wireless, and just before that like, literally 24 hours before that, my biggest client was Ferguson Moving and Storage based in Vancouver; about a $2, $3 million company at the time.

Culture 12

Culture Employee Engagement Company Engagement 12