I was recently listening to a customer explain how they developed their processing time standards for their back-office employees. He made a very interesting point: “Why would you want to manage to the average?” In the rest of our lives, would we be happy with just average? Managing to just average handle time (AHT) is a thing of the past, even in the good old contact center. These days many centers have relegated AHT to a secondary metric, or they use it in combination with....

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