2013 Average Handle Time Service level Wait times 
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. Customer service diminishes. This will improve campaign performance overall including agents’ service levels. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Errors happen.
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