2022 Average Handle Time Metrics Schedule adherence 
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics? Why do metrics matter?
Playvox
NOVEMBER 1, 2022
If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights.
Fonolo
DECEMBER 9, 2021
Agent Engagement Will Be Critical for Contact Centers in 2022. Average handle time (AHT). The average amount of time it takes for an agent to resolve a call. Average hold time. The average amount of time a customer waits in the queue. Schedule adherence. .
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