AHT in the Age of Omni-Channel Customer-Centric Service
TechSee
SEPTEMBER 20, 2018
Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service. 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. The Shift to an Omni-Channel Approach.
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