Employee Engagement Exceptional Customer Service Omni-Channel Wait Times 
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. In addition to that, contact centers provide omnichannel support using a hybrid workforce.
NobelBiz
APRIL 18, 2023
It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. The average call handling time (AHT) is one of the oldest and most important key performance indicators (KPI) for contact center performances.
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