Average Handle Time CCNG Customer Care 
CCNG
OCTOBER 26, 2024
A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually.
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.
CCNG
MAY 30, 2024
A nice to have is your WFM platform taking the actuals of shrinkage, Average Handling Time (AHT), and volume, and then reforecasting how the rest of the day is going to go. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.
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