Average Handle Time Customer Care Morale Workshop 
TLC Associates
JUNE 20, 2019
Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Preparing for Attrition – The holiday season can be a stressful time.
delighted
SEPTEMBER 20, 2019
Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Customer loyalty rewards.
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