Why AHTs Still Matter and 5 Ways to Improve Them
CSM Magazine
OCTOBER 10, 2023
While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. Many of Calabrio’s customers have done just that, reducing wrap-up time by as much as 80% and AHT by 20%.
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