AHT
The wrong KPI. Dangers of the ‘obvious’ measure
A powerful example of wrong KPI is a measure used in call centres. Many of us have experienced a call centre agent who is clearly dying to get us off the line (even if they are scripted to hurriedly ask you ‘Is there anything else I can help you with today, Mr Smith?’). The…
Why that call centre wants to get you off the phone…
We have all been hurried off the phone by a call centre. Have you ever wondered what made that happen?