Why AHTs Still Matter and 5 Ways to Improve Them
CSM Magazine
OCTOBER 10, 2023
Re-think what AHT means If service is measured by how quickly agents can get customers off the phone or finish a web chat conversation, chances are they are not really listening to the customer. Consider implementing chatbots to handle simple enquiries so agents have more time to devote to complex situations that require an empathetic ear.
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