Fonolo

DECEMBER 13, 2022

Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . Average handle time (AHT): If an agent’s AHT is ten minutes at the start, you could develop a goal to lower it to three minutes, for example. . We’ll call him Jerry.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Fonolo

NOVEMBER 17, 2020

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. Storyline: Gamification. Why Gamification Matters. contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62