Balto
NOVEMBER 28, 2023
Behavioral cues: How does your agent’s behavior reflect their professionalism and eagerness to help the customer? Resolution: Did the call end up with the customer’s problem resolved? Has the agent documented the call properly? Not to mention, customer surveys tend to be skewed.
Balto
SEPTEMBER 12, 2023
In case a customer needs further assistance, the AI chatbot’s integrated call routing capabilities will direct the customer to the best matching agent at the time of the query, contributing to a lower AHT (Average Handling Time). Another convenient self-service option is the knowledge base.
Comm100
NOVEMBER 8, 2017
Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). Live chat agents should measure up, and be able to use good time management practices to achieve the average handle time benchmark that is set by your company.
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