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Don’t Penalise People for Spending Too Long on the Phone

Don’t penalise people for spending too long on the phone. They are helping customers.

If you make a big deal about the Average Handling Time (AHT) figures in your contact centre, you will probably find that your First Call Resolution figures will get worse.

Published On: 2nd Jul 2012 - Last modified: 17th Jul 2017
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