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OpsTalent Tips: Get rid of the Average Handling Time target.

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OpsTalent Tips: Get rid of the Average Handling Time target.

Become customer centric, scrap the Average Handling Time (AHT) target altogether – do the right thing for the customer.

You will quickly notice that the AHT for most agents decreased, this is due agents not being stressed over superficial targets and just focusing on their job, thus leading to increased customer satisfaction.

Average Handling Time will still provide great insight as far as forecasting and budget planning goes.