NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT). Any good center worth their salt measures this number, but remember it does not tell the entire story. Mean Time to Resolution (MTTR).

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Contact Center Pipeline

MAY 18, 2017

Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124