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Focusing Less on AHT Will Help Improve AHT

Enabling your agents to work more effectively and efficiently is generally what most companies with large agent bases are after. The prevailing theory is that reducing the average handle time (AHT) means you reduce costs — the perfect criteria for saving money. But, is that actually true? I recall a story from a customer that, […]


Quality Customer Service Demands Smart Engagement

About 17 years ago, I was working my second proper job — a telesales rep for a company that sold hard disks and computer storage. I lasted six months in that role, as the company and I concluded I wasn’t a telesales rep. However,  we agreed I had a talent for customer service and helping […]