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These include: Providing training in timemanagement techniques to help agents handle tasks efficiently. For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services.
Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. For reference, according to callcenterhelper.com , the industrystandard for Average Handling Time (AHT) is 6 minutes and 10 seconds.
Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.
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