Calculating Average Handle Time in Light of Customer Experience and IVRs
Taylor Reach Group
JANUARY 3, 2018
AHT is combined with your volume forecast, along with the desired service level to determine your required staffing. You want calls to be the appropriate length, and you want to do individual coaching to accomplish this. As customer self-service has become more prevalent, AHT has gone up for most companies.
Let's personalize your content