2004, Accountability and Average Handle Time

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2004

Accountability

Average Handle Time

Putting Humanity in Contact Centers

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center

Contact Center Calibration Construction Customer centricity

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

AUGUST 7, 2014

Call centers learned this many years ago when we created incentive plans based solely on Average Handle Time without a quality metric to counter it. In 2006, a representative at AOL did nearly the same thing Even after a 2004 settlement accusing the company of not properly canceling customers’ accounts.

Government

Government Average Handle Time Call Center Metrics

Customer Contact Central

Putting Humanity in Contact Centers

It's So Hard To Say Goodbye (But It Shouldn't Be)

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