Average Handle Time Calibration Customer centricity Feedback 
Customer Relationship Metrics
JULY 26, 2017
When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. And it sets agents up to fail in a customer-centric world. Just like you grade the call internally, your customer should grade the call externally.
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.
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