Lowering handle and talk time the right way can add to a center's ROI and make the customer and agent experience better

In this episode of the Geek!, we talk about tips on how to break calls down into segments to streamline processes. how to lessen hold time, and how to minimize one of the biggest killers to handle time and call center efficiency...after call work/wrap time.

I try to give simple and effective ways that we have used to best utilize technology, processes, and training to get your handle time lower while not impacting the customer experience.


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