Remove Average Handle Time Remove Multi-channel support Remove Schedule adherence
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What is Call Center Management? Need, Metrics, and Best Practices

Hodusoft

Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end. It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM).

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

A scalable call/contact center that can seamlessly adjust its resources and capabilities as the organization evolves, can easily handle increasing call volumes and customer interactions without compromising on service quality. Working on customer feedback Implementing multi-channel support Improving products and services 4.