AHT is the amount of time an agent is engaged with a customer, and it is a critically important KPI when assessing customer service performance. Assessing AHT performance must be balanced with first call resolution (FCR) rates and customer satisfaction (CSAT) scores. Achieving low AHT numbers might come at the expense of positive customer service interactions. One way to keep track of this tradeoff is to ask “Did the agent understand your question or concern?” or “Was your concern resolved satisfactorily?”
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