Average Handle Time call center workforce Knowledge Base Service level 
Insite Managed Solutions
OCTOBER 14, 2015
Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Common Knowledge Base Pitfalls. Improving Workforce Management to Optimize Service Levels.
Playvox
JUNE 22, 2023
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. The Customer Satisfaction score can also be applied at the company level. For synchronous contacts, this includes hold times, transfers, and after-call work.
Expert insights. Personalized for you.
40 
Let's personalize your content