Ever wondered why AHT varies wildly? The answer will surprise you and change how you view contact center metrics forever. At a contact center for a major US brand, my colleague discovered an ...

The recently concluded 15-day fall meet at Aqueduct Racetrack generated $10,295,293 in average daily handle from all sources, the New York Racing Association announced Dec. 9. With this year's 11.2% ...

Highlighted by more than $10 million in purse distribution, a new all-time daily average handle, and wide participation from some of America's leading racing stables, jockeys, and trainers, Colonial ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. “We had a bold goal of single-digit wait time on ...