Why Your AHT Is Rising (And Why That’s Fine)
Before sounding the alarm on a rising AHT, it’s worth checking whether it reveals a real problem, or simply that selfcare is finally doing its job. Share on Table of contents When simple requests shift to selfcare, the math is unavoidable: Average Handling Time (AHT), the average time an advisor spends resolving a customer request […]
How to Measure the Performance of Your Outsourced Contact Centre: KPIs and SLAs
Here are the essential KPIs, how to build them into your SLAs, and how to use them to manage your provider effectively over time. Share on Table of contents Outsourcing your customer service without a robust measurement framework means flying blind. Yet many companies sign BPO contracts without having precisely defined the indicators that will […]
