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From International Contact Center Academy
HIGH PERFORMANCE COACHING WEBINAR SERIES UNLEASHING THE HUMAN POTENTIAL WITHIN HOW TO BOOST AGENTS PERFORMANCE
...dling Time (AHT) provides a balanced view of your contact centera ™s overall performance. Scorecards, daily ACD metrics or surveys cana ™t give guidance on which agent to coach or which processes to fix.
When customers have a bad experience, they defect to your competitors. Ita ™s that simple. The same holds true for good agents who leave for greener pastures. Organizations
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