Average Handle Time, Customer Service Representative and Telecommunications

How Reducing AHT Can Cut Costs While Improving Customer Experience

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Call Center

Call Center Customer Experience Average Handle Time Telecommunications

NPS in Customer Service: Measure and Improve Customer Loyalty

SurveySensum

APRIL 28, 2023

As a result, a trusting relationship is established between you and your customers, leading to a decrease in customer churn rate and increased customer retention. This, in turn, leads to improved customer loyalty and ultimately drives growth for your business.

NPS

NPS Measurement Loyalty Customer Service

CXDNA Update

How Reducing AHT Can Cut Costs While Improving Customer Experience

NPS in Customer Service: Measure and Improve Customer Loyalty

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