Analytics Average Handle Time Calibration Technical Support 
Balto
JANUARY 11, 2024
For example, a contact center leader used sentiment analysis to discover that effective technical support reps used something called positive positioning. The support leader found customers are more compliant with technical support suggestions and sentiment was much higher when agents used positive positioning.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.
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