2015 Average Handle Time Call center experience 
Fonolo
OCTOBER 10, 2017
Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Since 2011, the report has included questions about virtual queuing / call-backs. Tracking Your Call Center Data.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Call Center Trends 2015.
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