July 21st, 2011

Want to Reduce AHT? Focus on the Metrics Inside

Want to Reduce AHT? Focus on the Metrics Inside

Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing […]

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