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Averagehandlingtimes (AHT) increase. Customer service diminishes. This will improve campaign performance overall including agents’ servicelevels. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Errors happen. Compliance missteps occur.
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain servicelevels.
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and servicelevel will become increasingly favored over metrics like AverageHandlingTime. Improving AverageHandleTime (AHT). A Knowledge Base is Crucial to Online Services.
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