2012 Average Handle Time Calibration Feedback 
CSM Magazine
MARCH 28, 2023
EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. It will use real-time reports, calibration, agent appeals and feedback to improve performance.
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Average handling times (AHT) increase. They don’t do anything else except maybe monitor a few calls and give some feedback. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced.
Expert insights. Personalized for you.
52 
Let's personalize your content