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Episode 34: The right (and wrong) ways to use AHT as a call center metric, with Irina Mateeva
Manage episode 378520373 series 3447443
This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT). We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.
Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/
The host, John Walter, can be found on LinkedIn here: https://www.linkedin.com/in/jowalter/
47 επεισόδια
Manage episode 378520373 series 3447443
This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT). We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.
Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/
The host, John Walter, can be found on LinkedIn here: https://www.linkedin.com/in/jowalter/
47 επεισόδια
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