Hyper Efficiency: The Next Frontier in Contact Center Operations 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). Agent turnover, monotony, and lack of engagement are some of the problems contact center managers have to deal with daily.
52 
Let's personalize your content