Reduce AHT by up to 10% within 14 Days.
A large AHT hurts your profits two-fold – not only does it swallow up agent efficiency, but it’s also a major drag on customer satisfaction which depresses revenues.
The AHT BoosterPack generates bespoke, tuned models rapidly from scratch and allows you to identify the real drivers of AHT variability through automated classification of sentiment, emotional intent, and highly-detailed topics, in real time.
It does not use the human-labelled disposition codes which are often unreliable and inconsistent.
It can then distinguish which issues and/or agents are causing lengthy and variable AHT and identify the root causes to enable you to take the appropriate actions in the appropriate order of ease and impact.
Furthermore on digital channels, these models can be used to label the incoming issues for digital channels to generate templates and advise the agent of the next best action to optimize AHT.
It also automatically adds the disposition codes without human input, and much more accurately and consistently. It can also route to the appropriate agent.
The net result is always a significant reduction in AHT, up to 10% within a couple of weeks, and further significant reductions of up to 35% in total with some enhancements to the knowledgebase
and agent templates.
With new-found confidence in accurate, automated wrap-up codes and real-time, automated tagging of incoming contact, your business is given an accurate and trustworthy picture of what common issues are causing increased AHT.
Make real, effective change powered by PrediCX, and watch your AHT plummet!
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