AHT in the Age of Omni-Channel Customer-Centric Service
TechSee
SEPTEMBER 20, 2018
A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations. shhh, sweetie, shhhh….
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