Graeme Meikle 
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery..
Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language..
As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning..