Average Handling Time (AHT) vs Resolving the Customer’s Query?

I think that you may have already answered this one yourself.

It is – resolving the customer’s query.

So why do so many contact centres use Average Handling Time as a key contact centre metric?

Throw away this metric for anything outside of the Resource Planning team.

Published On: 8th Jul 2014 - Last modified: 26th Feb 2019
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