Eptica

SEPTEMBER 18, 2019

For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones. More importantly, you need to pick the right metrics to reward success in order to encourage the right behaviors.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Enghouse Interactive

SEPTEMBER 30, 2021

For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones. More importantly, you need to pick the right metrics to reward success to encourage the right behaviours.

Customer Service 55

Customer Service Brand ambassadors Average Handle Time Morale 55

Natalie Petouhof

SEPTEMBER 12, 2018

As a company’s brand ambassadors, they are the guardians of a business’s customer relationships. This reduces agent’s average handle time because all the agent has all the customer interaction history. They may be asking about a lost bag or debit card, a flight that was canceled or a delayed package.

Brand ambassadors 49

Brand ambassadors Average Handle Time Contact Center Morale 49