2009 Average Handle Time Customer Retention Roadmap 
ShepHyken
JULY 31, 2018
Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be misleading. There are three levels where a company may be at in their roadmap to customer optimization.
ShepHyken
JULY 31, 2018
Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be misleading. There are three levels where a company may be at in their roadmap to customer optimization.
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