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Call Center Help Line Blog June Archive

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average handle time Call Center Help Line Blog; June, 2009 Archive; Call Center Help Line Blog

Call Center Agents; Keeping the Good Ones In

06/25/09 09:14

The economy is down. There is no disputes about that. The market is becoming more unfriendly than ever, persuading companies to adapt cost-cutting measures.
Read more: Call Center Agents; Keeping the Good Ones In [click]

Tags: attrition rates • agents • cost cutting • average handle time •
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True Results; Average Handle Time vs Classifing Callers and Customers

By Wilbur at 06/14/09 11:25

I can hear the recording now. You planted a bug in the board room of a major U.S. Corporation. The new reports on average handle time (AHT) are just in and the Board of Directors are all congratulating themselves on efficiency and productivity. But in fact what they are doing is
Read more: True Results; Average Handle Time vs Classifing Callers and Customers [click]

Tags: average handle time • aht • flawed systems • customer satisfaction •
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average handle time Call Center Help Line Blog June Archive