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Fix: You can combine all your supportchannels under one roof through a helpdesk software. It provides omni-channelsupport which converts queries from all channels into tickets. Research says: Use of omni-channelsupport increases CSAT by minimum of 35% across various industries.
According to Call Centre Magazine, the global industry benchmark for AHT (regardless of industry and team size) is six minutes and three seconds. Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better. In most cases, businesses should have lower AHT.
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