Customer Experience
At a Glance Most contact center leaders optimize for lower Average Handle Time (AHT), but this efficiency-first approach misses a critical distinction: some long calls
July 22, 2026
At a Glance Most contact center leaders optimize for lower Average Handle Time (AHT), but this efficiency-first approach misses a critical distinction: some long calls
Key Takeaways: A process improvement consultant analyzes how work moves through an organization, finds where it breaks down, and designs changes that stick — including