Beyond Average Handle Time (AHT): Rethinking Contact Centre Success
Historically, most contact centres have measured their performance by using conventional efficiency metrics – especially average handle time (AHT). This is the average amount of time an agent spends on any given customer interaction; whether it’s talk time, hold time, or any form of after-call work. Whilst this approach can have its uses, it can […]
Celebrating National Apprenticeship Week 7 to 13 February 2022
The 15th annual National Apprenticeship Week celebrates the value of apprenticeships to individuals, businesses and local communities. Taking part in the apprenticeship programme enables BDM CX to build the team we need to meet our objectives, and create trained employees who can go on to help build our company.
