What is Average Handling Time?
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
Call center process expert Pierce Buckley spoke with Graham Robson of CloudSET about how SLA management helps leaders understand their SLA data and turn it
Automatic Call Distributor (ACD) is becoming outdated as a term in the telecommunications and contact center industry. In this piece we will briefly compare its