
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
Read more about - Jonty's Tips, Average Handling Time (AHT), Customer Satisfaction (CSAT)