November 19, 2013
Prince Charles and AHT - Contact Center Economics 101
My feeling is that would be a mistake; there are solid economic and quality reasons to keep AHT as a key performance metric, at both the center and the agent levels.
We should recognize how much may be gained from benchmarking and thoughtfully analyzing the components of AHT, which are: Average Talk Time, Average Hold Time, and Average After Call Work Time.
Average Talk Time
Average Hold Time
After-Call Work Time
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“Contact Center Economics 101” articles are written by Bruce Belfiore (Harvard MBA), Senior Research Executive and CEO of BenchmarkPortal to spotlight practical opportunities for financial improvement of contact center operations.