Average Handle Time Calibration Coaching Exercises 
SharpenCX
NOVEMBER 5, 2020
I take my daily vitamins, do my breathing exercises, and go for a walk outside every day. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly.
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. This is not a straightforward exercise.
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