AHT in the Age of Omni-Channel Customer-Centric Service
TechSee
SEPTEMBER 20, 2018
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. Deloitte reports that by 2019, more than half of customer interactions are expected to be through channels other than voice. .
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