CX KPIs

call center aht metrics individual target vs. team planning tool

Average Handle Time: The Most Misused Metric in the Contact Centre

AHT is one of the most measured metrics in the contact centre. It’s also one of the most misapplied. Used correctly it’s an essential planning tool. Used as an individual agent target it quietly destroys your customer experience and demoralizes your team. Here’s the difference.

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Illustrated dashboard showing customer experience KPIs including Net Promoter Score, revenue impact, and performance trends to emphasize the importance of measurement.

KPIs AND THE IMPORTANCE OF MEASUREMENT

KPI

DMAIC There is a great quote somewhere that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Customer Service and Operations area. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one

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