Articles with 'Visual Engagement'

July 27, 2026

Types of Visual Engagement Tools for Customer Service

March 19, 2018 Last Updated: December 6, 2019
Carolina Scrobogna

With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.

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.
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021
15 Essential Habits of Amazing Call Centre Team Leaders

June 10, 2020 Last Updated: September 12, 2021