Remove Average Handle Time Remove Blog Remove Calibration Remove Employee engagement
article thumbnail

Put The “Custom” In Customer Service: Enhance & Share

24-7 InTouch

In our most recent blog post , we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. Monitor: Evaluate the program goals previously established through regular reporting and calibration sessions. Average Talk Time. Quality Score.

article thumbnail

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

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.