AHT in the Age of Omni-Channel Customer-Centric Service
TechSee
SEPTEMBER 20, 2018
A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service.
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