25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Average handling times (AHT) increase. Repeat calls went down, but so did average handle time!
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