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The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This indicator is regarded as one of the most influential metrics for measuring customerservice effectiveness.
Salesforce’s recommended training priorities for customerservice staff include: product knowledge, effective communication, patience, efficiency (proficiency with tech stack, anticipating likely customer questions, etc.), Align customerservice training with brand values and goals. John Boccuzzi, Jr.
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