Are Contact Centres Creating Their Own Vulnerable Customer Failures?

Marianne Withers at Scorebuddy explores how contact centres can unintentionally cause vulnerable customer failures and what may be contributing to them.The Message Behind an Individual AHT TargetAverage Handle Time (AHT) is often treated as a straightforward measure of agent efficiency. An interaction takes a certain amount of time, and lower handling times can therefore appear to indicate better performance.The problem comes when that number becomes the main instruction given to an individual a