Full Speed Ahead with Analytics and Automation
APRIL 12, 2018
These calls had the highest average handle time (AHT)—more than 19 minutes per call. Use performance management scorecards as a management framework to drive improvements in sales conversions. The organization uses advanced scorecards with custom key performance indicators (KPIs) to provide all agents with a single, standardized view of their performance so they can track, manage and improve the quality of their work.