Average Handle Time CRM Service level White Paper 
Monet Software
JANUARY 6, 2020
Plan for too few and service levels degrade as agents become overwhelmed. Innovative software gathers call history from the automatic call distributor (ACD) and customer data from any integrated customer relationship management (CRM) system, such as Salesforce. These are essential tasks. It’s all a matter of call center metrics.
teleopti
NOVEMBER 27, 2018
Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns. What is more, planners can be confident that service levels are met because WFM ensures the right people are skilled and scheduled to handle the calls and tasks needed to achieve this.
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