Call Center Help Line Blog June Archive

True Results; Average Handle Time vs Classifing Callers and Customers

By Wilbur at 06/14/09 10:25

I can hear the recording now. You planted a bug in the board room of a major U.S. Corporation. The new reports on average handle time (AHT) are just in and the Board of Directors are all congratulating themselves on efficiency and productivity. But in fact what they are doing is

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Tags: average handle time • aht • flawed systems • customer satisfaction •
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