Average Handle Time Call center experience Scripts Service level 
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).
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Call centers have to constantly work to improve their key performance metrics.
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