Philipp Heltewig - Contributing Author on CX Central

August 16, 2026

October 26, 2021 Philipp Heltewig

Learn 6 ways AI can reduce call waiting time that will make your business more efficient and improve customer satisfaction.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!