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Topic outline

  • Course Overview

    In this module we discuss the behavior of customers and, to some extent, the behavior of agents.

    We discuss typical handling time distributions and which factors influence the average handling time. We also consider abandonment and how long it takes for callers to abandon.

    When abandonments occur then there are also redials, of which the statistical properties are discussed as well.

    • Introduction

      In this video you will get a brief introduction to what this course is all about.

    • Handling Times

      In this section we will look at handling times and their distribution. Watch the video and then make the quiz.

    • AHT Drivers

      In this section we take a look at a few factors that influence the AHT, such as seasonality and the effect of individual agent properties.

      • AHT Drivers Video Page
        Restricted Not available unless: The activity Handling Times Quiz is marked complete
      • Quiz on Agent Dependent AHT
        Restricted Not available unless: The activity AHT Drivers Video is marked complete
    • Abandonments

      In this section we take a look at what abandonments are. How they are distributed and how we handle them within a call center setting.

      • Abandonment Video Page
        Restricted Not available unless: The activity Quiz on Agent Dependent AHT is marked complete
      • Abandonment Quiz
        Restricted Not available unless: The activity Abandonment Video is marked complete
    • Redials and Reconnects

      In this section you will learn some things avout redials and reconnects. This section also contains the final assignment of the course.

      • Redials and Reconnects Video Page
        Restricted Not available unless: The activity Abandonment Quiz is marked complete
      • Final Assignment
        Restricted Not available unless: The activity Redials and Reconnects Video is marked complete
    • Feedback and Certificate

      Before you move on to the next course, we would like to hear your feedback on this one.

      To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.