It’s time to ditch the ACD stats

Don’t rely on the ACD statistics – Average Handle Time, Service Level, etc.  These are easy to measure but they focus on time factors, not on the quality of the call.  

All too often, ACD statistics encourage agents to rush through the phone call, so that they can answer the next call.  This often does not solve the problem and may generate repeat calls.

Published On: 21st Jan 2013 - Last modified: 14th Jul 2017
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