Three Ways to Effortlessly Cut Average Handle Time
Toister Performance Solutions
APRIL 30, 2020
The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. Customers eventually give up and decide to call, which they often associate with wasting time. So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back.
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