Stumped by AHT

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Stumped by AHT
I have 1 agent that puzzles me to no end. While I have been able to get his AHT in line on all lines of business, there is one line of biz that he is consistently out of whack on. His performance is quite erratic and high. All the call control tips that have worked well on the other lines of business haven’t really worked on this program for him.

Aside from call control what kinds of things can I look for to help coach him to standard?

What kind of busines...
What kind of business are you in? Is it a sales environment? Customer service? Complaints?

Digital Media Manager

Call Centre Helper

Hi Frances,I...
Hi Frances,

I think this sounds more like an attitude and motivation problem. Some tips below might help;

https://www.callcentrehelper.com/how-to-coach-agents-for-attitude-71913.htm

https://www.callcentrehelper.com/training-cheat-sheet-motivating-teams-52369.htm

they have to want to perform well,

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