Discover how to Reduce Average Handle Time without adversely Impacting Quality
The one metric all front-line call center leaders need to drive agent performance is Average Handle Time (AHT).
AHT is a vital, operational indicator of your call center. To make this point clear, scheduling and calculating staffing needs rely on accurate, AHT data.
A slight reduction in AHT in a high call volume call center can significantly impact your bottom line: lowering operating costs.
While AHT is the measurement to describe the servicing process, focusing on optimizing said process to improve average handle time is the place to start.
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