Average Handle Time call center workforce Coaching Wait times 
Global Response
MAY 1, 2023
As you consider shifts and agent hours, you’ll also want to ensure you factor in “non-call” work such as after-call processing, training and coaching, breaks, time off and other responsibilities that add to agents’ weekly or daily time.
NobelBiz
FEBRUARY 22, 2023
However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended average handling times , lower resolution rates, and more churn. Data analytics may also be used in the employment process.
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