2013 Abandon rate Average Handle Time Wait times 
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Improving Average Handle Time (AHT).
Babelforce
SEPTEMBER 3, 2020
Average Handling Time (AHT). The average duration of a customer interaction. Read: ‘Better FCR – 5 Call Center Solutions to Help Callers, First Time!’ ). Abandon Rate. Abandon rate is simply the proportion of customers who give up while waiting to reach the right resource (generally an agent.).
Expert insights. Personalized for you.
176 
Let's personalize your content