#76 Why Average Handle Time is hated and is still important
Waiting for Service
English - August 31, 2020 15:41 - ★★★★★ - 19 ratingsManagement Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: #75 - The only five metrics you need in your contact center
Next Episode: #77 Flexible Schedules for all Contact Center agents
Average Handle Time didn't make the top 5 metrics What is AHT and how did it come to being It used to be a forecasting tool Then become weaponized as a catch all for efficiency Should we show this metric to every employee - supervisors and front line employees? Bob argues Yes it is an important metric BUT it should only be on the leader's scorecard but not for the front line employee Amas argues this is a pervasive incentive and is ineffective and it should be on everyone's scorecard "It is not easy or cheap to be world class."