2011 Average Handle Time Customer Satisfaction Effort Score 
Kustomer
JULY 1, 2021
He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. Tom, do you think the KPI average handle time is antiquated? Because there’s the total time. Customer effort score.
Kustomer
SEPTEMBER 3, 2020
So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments. Gabe Larsen: (02:36).
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