For a while now, it’s been popular to hate on Average Handle Time or AHT as a metric. I’ve been to quite a few centres who have dumped this metric and read lots of articles written by experts who decry its value.
This picture popped up a few times on my LinkedIn feed a few times last week:
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
This morning I found out that one of my favourite artists had released a new album (Megan Washington in case you were wondering!) so I jumped onto iTunes to purchase. “I’m sorry – that item is only available on the Australian iTunes service.”