• Thomas Pollinger
  • 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.

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