Stephen Canterbury is a Senior Customer Success Manager at ASAPP, where he works with ASAPP customer companies to drive measurable value solving key business problems. Stephen is a lifelong Marylander and a local to Baltimore. If he's not chasing his 2 year old daughter or 4 year old dog around the city streets, you're most likely to see Stephen on a golf course or soccer field.
Are you measuring what matters in your contact center? AHT – or average handle time – can’t really measure agent efficiency in an asynchronous, digital world. Here’s thought on more modern metrics. Read more