Taylor Reach Group

MARCH 20, 2018

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. By: Turaj Seyrafiaan.

Service level 92

Service level Abandon Call Wait times Call Center 92

eGain

MARCH 3, 2015

Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). For some time, NPS was viewed as the only measure that mattered because it summarized consumers’ attitudes to a company’s brand, product and service in one metric.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69