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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Callminer

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy

Callminer

Average handle time, or AHT, is an important call center metric. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time. Calculating Your Average Handle Time.

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How Digital Engagement and Self-Service Tools Reduce Average Handling Time in Contact Centers

Zappix

Reducing Average Handling Time (AHT) is a top priority for contact centers looking to improve efficiency and customer satisfaction. Visual IVR: Streamlining Customer Navigation Visual IVR is revolutionizing the way customers interact with contact centers.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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5 Ways to Get Your AHT (Average Handle Time) Down Fast

Myra Golden Media

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down!

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NEW Ways to Supercharge Contact Center FCR and AHT Performance

CX Global Media

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. How Do Your Call Center Supervisors Measure Up?

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Study: The Health of the Contact Center

Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.