Average Handle Time, Call center experience and call center professionals

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Improving Average Handle Time (AHT).

Contact Center

Contact Center Gamification Call Center Average Handle Time

Best Practices for Recruiting, Hiring and Training

COPC

JULY 11, 2016

offers three recommendations to determine the appropriate skill set needed in hiring call center professionals to address the needs of an omnichannel customer. For instance, it is common for a sales queue to hear that the minimum requirement is either “prior sales experience” or “prior call center experience.”

Best practices

Best practices Call Center Average Handle Time Metrics

Customer Contact Central

Contact Center Trends 2021: The CX Watershed

Best Practices for Recruiting, Hiring and Training

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