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Tracking Call Center Metrics Businesses can track call center metrics to ensure teams are meeting their objectives. For example, the AverageHandleTime (AHT) metric indicates how long it takes to complete a single call. While a high AHT is not ideal, a low AHT isnt great if it compromises service quality.
But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents.
These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. AverageHandleTime (AHT) The average call handlingtime (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.
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