Coaching First call resolution industry standards Time management 
NobelBiz
APRIL 18, 2023
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). You can learn more about call center gamification in this workshop episode.
JustCall
OCTOBER 25, 2023
These include: Providing training in time management techniques to help agents handle tasks efficiently. Organizations can improve customer support by having standardized processes and escalation procedures to ensure that agents do not stumble into roadblocks and can get their questions resolved quickly.
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