Remove 2013 Remove Average Handle Time Remove Time management
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Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. Add ‘travel time’ into schedules – in a bid to save time, managers often take.

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“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation. This is their story.

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“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation. This is their story.