- OpenText™ | Blogs
- 21.03.2017
- EN
OpenText™ "Webcast: Why Desktop Intelligence is key to Great CX"
From the desk of Dr. WFO:
Both Lorne and I want to thank everyone who attended our webcast last week. In case you missed it, you can find a recording of the webcast here.
The audience participation was engaging with lots of sharing and questions.
The topic of Average Handle Time (AHT) garnered a great deal of discussion. Many attendees shared how they defined AHT within their organizations:
- Avgtalk + AvgHold + AvgACW
- Talk time + Wrap + Hold + Transfer/Conference
- Call connection to call disconnection
- Talk time + Hold + ACW
During the webcast, Lorne and I explained why desktop Intelligence applications are no longer a nice to have, but a necessity.