Average Handle Time, Call Center Solutions and Virtual Call Center

How to evaluate a call center agent’s performance?

ViiBE Blog

APRIL 28, 2021

We will introduce you to some crucial KPIs and explain how to use them to improve your call center agents’ performance. Here are the five KPIs that we will focus on: Average Handle Time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center

Call Center First Call Resolution Average Handle Time Virtual Call Center

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

JANUARY 22, 2021

But, the supervisors can fetch reports, schedule periodic reports, and share it with the right stakeholders to assess and keep a track of campaign performance along with the business-specific metrics such as CSAT rate, conversion rate, inbound call flow, lead management, etc.

Call Center

Call Center Virtual Call Center Contact Center Average Handle Time

Customer Experience Update

How to evaluate a call center agent’s performance?

Best Practices to Monitor Your Remote Call Center Agents

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