HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
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.