Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Comm100

JANUARY 14, 2020

With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT). Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come. White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

JANUARY 14, 2020

FCR) and average handle time (AHT). According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement. by 20% on average. Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52