RTWN is a metric that some contact centres use to calculate the average time it takes to respond to a new customer.
This is measured because some companies aim to offer speedy assistance to new customers, who are more likely to need support in using the product/service.
However, we have heard of other meanings of RTWN within the contact centre industry. These include:
- Real-time wireless network
- Real-time work notification
- Return-to-work notification