Average Handle Time is the bread and butter of customer-facing teams. Your sales team tries to close deals; your support team works to resolve customer inquiries; your customer success team renews customers. For all these teams, understanding how long it takes to handle conversations is integral to moving the needle on your company's success.
Keep an eye on average handle time to understand how your team is performing, predict changes in metrics like customer happiness or effort score, and understand the impacts of new initiatives on your customers.If you notice that your average handle time is starting to creep up, a few different things might be the culprit. While it could just be that your customer service representative is still learning the ropes, some practices can slow down even your most seasoned reps.
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