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Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. High NPS scores indicate strong customer relationships. ScheduleAdherence: Measures how well agents adhere to their scheduled work hours.
Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industrystandards. Optimize call routing to connect customers to the right agents faster.
Tracking and Analyzing Performance Metrics Tracking and analyzing Key Performance Indicators (KPIs) like Average Handling Time ( AHT ), First Call Resolution ( FCR ), and Customer Satisfaction ( CSAT ), is vital for measuring call center effectiveness. The ideal agent utilization rate varies across industries and call types.
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