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Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Averagehandlingtimes (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Repeat calls went down, but so did averagehandletime! Errors happen.
EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. It will use real-time reports, calibration, agent appeals and feedback to improve performance.
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