Tag Archives: AHT

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres