By Turaj Seyrafiaan In the last Indicators post we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different [...]
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By Turaj Seyrafiaaan Have you ever wondered what is behind any of the contact centre operational indicators? Why do we measure what we measure and what do they mean? In this article we tackle one of the most important indicators; Average Handle Time or AHT for short. AHT is the total amount of time (on [...] By John Cockerill and Colin Taylor For many corporations now is the start of the budget and planning season. For people charged with developing budgets for the customer service or contact centers these are challenging times. Line management is often put in “no win” positions with various demands for: cuts to budgets, increased “targets” and [...] |
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