Introduction
Average Handle Time has long been a standard contact centre metric, but focusing on AHT alone can undermine customer experience.
The Limitations of AHT
Reducing AHT often encourages rushed interactions, repeat contacts, and unresolved issues.
Metrics That Matter More
First Contact Resolution (FCR)
Resolving issues the first time improves satisfaction and reduces overall contact volume.
Customer Satisfaction (CSAT)
Direct feedback provides insight into how customers perceive their experience.
Net Promoter Score (NPS)
Measures loyalty and likelihood to recommend, linking CX to business growth.
Agent Engagement and Attrition
Healthy teams deliver better customer outcomes.
