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• 4 Inbound Call Center Software Features that Shorten Handle Time- How long should agents be on the phone with customers? As long as it takes to solve their problem...and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush people off of the phone and give them minimal amounts of help. But that’s not going to increase customer satisfaction. And it may cause other unforeseen consequences. Improving average handle time means reducing it while at the same time maintaining or increasing the quality of… Continue Reading »