Average Handle Time Calibration Scripts Surveys 
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching. Surveys that “only” ask you to rate agent performance. Trust and Fairness.
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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