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Optimising Contact Centre Management By Reassessing The Measurement Of Average Handle Time (AHT)

Average handle time (AHT) remains a vital metric for contact managers looking to optimise their operations. Traditionally, measuring AHT posed significant challenges for contact centre managers. However, the introduction of speech analytics introduced a simple, but very insightful, method of monitoring this metric.  In this exploration, we will be unpacking the traditional AHT measurement methods […]