How do you measure the impact of average handle time on customer retention and loyalty?
Average handle time (AHT) is a common metric used by contact centers to measure how long it takes to resolve a customer's issue or inquiry. However, focusing too much on reducing AHT can have negative consequences on customer retention and loyalty. In this article, you will learn how to measure the impact of AHT on customer satisfaction, loyalty, and churn, and how to balance efficiency and quality in your contact center operations.