The leading provider of cloud-based contact centre solutions, Intelecom, has compiled an essential guide on how industry professionals can effectively manage Average Handle Time (AHT) in multichannel contact centres.

As the VP of Product and Marketing, Thomas Rødseth details, the frequent discussions of customer effort and customer experience management, it is imperative for all service managers to improve on efficiency; as well as recognising the importance of centre performance measures such as AHT.

With the struggle for contact centres to deliver a consistently strong performance whilst handling a number of customer contact channels, Rødseth explains in six ways how the reduction of AHT can be achieved without impacting the customer experience, from switching customers to intelligent self-service; providing agents with a ‘single view of customer conversations’; and analysing customer demand. 

Read the full Intelecom post here