When Average Handling Time (AHT) decreases, so does your workload capacity, meaning that the number of advisors you need to handle customer contacts falls. This is great news for cutting costs in the contact centre. However, there are methods of doing this that may harm the quality of your customer service. With this in mind, we help you steer clear of these dangerous pitfalls, before sharing seven great techniques for safely lowering AHT.
Topics to be discussed
Rethinking AHT in the contact centre
Improving processes to lower talk time
Reducing hold time and contact transfers
Supporting advisors to speed-up wrap time
The tools that can help you on your way
Top tips from the audience
This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.