Average Handle Time CCNG Wait times 
CCNG
AUGUST 23, 2023
Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.
CCNG
APRIL 12, 2023
Not average handling time or other internal metrics. If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer. Is the customer able to find the resolution quickly and efficiently? Smooth, efficient & friendly is what customers expect.
CCNG
JULY 27, 2022
That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. Plus, you can draw a clear line of distinction between a shorter AHT and reduced customer wait times.
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