Average Handle Time Connections Culture Customer Service Training 
Stella Connect
MARCH 2, 2018
The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs. Erlang C is a standard formula for determining the number of call center agents are needed based on call volumes, Average Handle Time (AHT), and customer service goals. Number of calls handled.
Comm100
NOVEMBER 8, 2017
Negative customer service agents and negative customers can feed off of one another’s bad energy, and result in an overall upsetting interaction. Negativity can create a horrible working culture for everyone else in the office, too. Negativity can create a horrible working culture for everyone else in the office, too.
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Pretium Solutions
MAY 15, 2012
One critical piece of the call center puzzle is front-line agent training. Training initiatives that do not incorporate or take into consideration the company’s particular products, processes and systems, as well as the company’s culture and brand promise, are unlikely to create any kind of lasting positive impact.
Pretium Solutions
MAY 15, 2012
One critical piece of the call center puzzle is front-line agent training. Training initiatives that do not incorporate or take into consideration the company’s particular products, processes and systems, as well as the company’s culture and brand promise, are unlikely to create any kind of lasting positive impact.
Pretium Solutions
MAY 15, 2012
One critical piece of the call center puzzle is front-line agent training. Training initiatives that do not incorporate or take into consideration the company’s particular products, processes and systems, as well as the company’s culture and brand promise, are unlikely to create any kind of lasting positive impact.
Pretium Solutions
MAY 15, 2012
One critical piece of the call center puzzle is front-line agent training. Training initiatives that do not incorporate or take into consideration the company’s particular products, processes and systems, as well as the company’s culture and brand promise, are unlikely to create any kind of lasting positive impact.
Pretium Solutions
MAY 15, 2012
One critical piece of the call center puzzle is front-line agent training. Training initiatives that do not incorporate or take into consideration the company’s particular products, processes and systems, as well as the company’s culture and brand promise, are unlikely to create any kind of lasting positive impact.
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