AHT, or Average Handle Time, is a key performance indicator (KPI) in call centers that measures the average amount of time an agent spends on handling a customer interaction, from the initial contact to the resolution of the issue. It includes both the talk time and any after-call work (ACW) needed to complete the interaction. Reducing AHT is often a priority for call centers, as it directly impacts operational efficiency and customer satisfaction.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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