Скачать или смотреть Is AHT A Key Performance Metric For Agents?

Average Handle Time (AHT) is a frequently used metric in call centers, but is it truly the best way to measure agent performance? This video dives deep into the complexities of AHT, examining its implications for both efficiency and customer satisfaction.

Discover the crucial insights you need to evaluate AHT effectively:
► Uncover why AHT can be a misleading metric when used in isolation.
► Learn how focusing too heavily on AHT can negatively impact customer experience and agent morale.
► Explore alternative and complementary metrics that provide a more holistic view of agent performance.
► Understand the situations where AHT remains a valuable tool and how to use it strategically.
► Gain perspective on balancing operational efficiency with high-quality customer interactions.


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