NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. Gauge your QM process for consistency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. The Cloud. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83