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The Curated Experience

#76 Why Average Handle Time is hated and is still important

Aug 31, 2020

  • Average Handle Time didn't make the top 5 metrics
  • What is AHT and how did it come to being
    • It used to be a forecasting tool
    • Then become weaponized as a catch all for efficiency
  • Should we show this metric to every employee - supervisors and front line employees?
  • Bob argues Yes it is an important metric BUT it should...

Aug 9, 2020

  • How many metric should you have?
  • Should it be uniform across roles
  • Not every metrics belongs on a scorecard
  • Should you vary the weighting by role?
  • What are the five metrics?
    • CSAT
    • First Contact resolution
    • Tune in to hear the other 3

Follow Bob on linkedin and

Aug 5, 2020

  • The CFO and the C suite are humans with their own needs
    • Your communication must be tailored to what they care about
    • Focus on their metrics, and their outcomes
  • Stop assuming everyone cares about happy customers as an end to itself.
  • You need political Capital
    • Start by executing on small changes in your purview
    • Bank...

Aug 3, 2020

  • Bob & I discuss why training for front line leaders are so important
  • What you can do to educate yourself continually as a supervisor?
  • This course is for current and future contact center leaders
  • What is included in my Contact center Management course
  • Who should take it and some high praise 

The contact center...

Aug 2, 2020


  • Everyone claims they want to provide a great customer experience and then their actions don't match their words
  • We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV
  • We hire people then brainwash them into thinking they now work for the greatest company on...