Voice Channel: What Are The Most Important KPIs And How To Improve Them?
NobelBiz
FEBRUARY 22, 2023
Response time, resolution rate, agent efficiency… It is essential to keep an eye on every metric in order to ensure service quality that is consistent with the company’s brand image! AHT is an abbreviation for “Average Handling Time.” Shorter calls equate to more calls per agent and higher income.
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