Salesforce Service Cloud Tag

12 Aug Goals: Save Money in Contact Centers

Posted at 09:35h in Agent Training/Retention, Customer Satisfaction Blog, CX Journey, Favorites, QA Automation by Cassandra Vincent

Research shows it’s not worth sacrificing quality for speed, though. Average Handle Time (AHT) as a tool to organize and estimate rather than to motivate agents is more advantageous. This HBR article by Pete Slease, Rick DeLisi and Matthew Dixon argues that AHT is the...

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