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What is Average Handle Time (AHT)?

ViiBE Blog

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. When 100% of interactions are being analyzed, coaching and training can be highly tailored to each agent’s specific needs based on strengths and opportunities. It’s a win-win situation.

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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

The same is true for first call resolution and average handle times. Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process.

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7 Ways to Reduce Average Handling Time in your Call Center

LiveChat

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. This will prove to be very productive in very short period of time.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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What is a call center dashboard and what does it do?

NobelBiz

By monitoring key performance metrics such as efficiency, effectiveness, and adherence to protocols, agent performance dashboards facilitate targeted coaching, training, and resource allocation decisions, ultimately elevating the quality of customer interactions.

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Maximize Your Investment in Upskilling Agents

TechSee

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties. Visual assistance is practical even when agents require more experience with wide-ranging support.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.