Impact Learning Systems


Average Handle Time — Does It Matter?

Average Handle Time — Does It Matter?

Met­rics. Num­bers. Data. If you feel inun­dated by num­bers and are won­der­ing how to sort through the var­i­ous met­rics you need to be track­ing for a call cen­ter or your cus­tomer ser­vice depart­ment, you’re cer­tainly not alone.  In this post, we’re going to dis­cuss aver­age han­dle time, specif­i­cally, and give you the ins and outs […]

What Are Your Contact Center Metrics Really Telling You?

One of the great things about the con­tact cen­ter as a work­place is the ready avail­abil­ity and near-instant access to met­rics — mea­sures of qual­ity and pro­duc­tiv­ity. Unfor­tu­nately, how­ever, this easy access often results in a short-sighted assess­ment of what the num­bers really mean. Five Key Met­rics to Assess Con­tact Cen­ter Agents Fol­low­ing is an […]

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