average handle time

Read more about average handle time: - Incoming.com lists a number of factors that affect AHT. - SearchCRM.com's Ask the Expert: Is AHT a good CSR performance metric? - SearchCRM.com's Ask the Expert: How should Average Hold Time be figured into Average Handle Time?

Do you have something to add to this definition? Let us know. Send your comments to techterms@whatis.com

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Customer complaints handling in the call center Expert Don Peppers suggests three books call center managers can use to train agents on customer complaints handling in the call center. Phone sales techniques: Keeping customers on the line Many outbound call center agents struggle with keeping customers on the phone. Donna Fluss explains some phone sales techniques in this expert Q&A. How can we motivate our call center agents to up-sell? Get tips for training call center agents to up-sell and cross-sell in this expert response.

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary call center agent  (SearchCRM.com) A call center agent is the person who handles incoming or outgoing customer calls for a business. Erlang B  (SearchCRM.com) Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)