Glossary
Queue time is a call center metric that measures how much time customer spends waiting in a call queue.
Call center queue time is considered synonymous with a call center wait time, but it isn’t. Queue time refers only to the time that is spend in a queue, so it doesn’t cover IVR interactions, which can last for a few minutes or even for ten minutes and more. Nonetheless, queue time is the most dangerous time when it comes to call abandonment – users often quit calls when theyr are in a queue, especially if they to wait longer than 40 seconds.
Wireless technology has become the backbone of modern communication, driving innovations across industries and transforming our daily lives. As we continue to demand higher speeds,
Introduction to AI and Its Rapid Development Artificial Intelligence (AI) has rapidly evolved from a futuristic concept to a ubiquitous presence in our daily lives.
Challenges of Remote Work and the Need for Cloud-Based Productivity Tools Remote work has become the new normal for many organizations worldwide. While it offers
The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies