Most call centers use average handle time (AHT) as a primary metric for operational and agent performance, but unfortunately, AHT is so problematic and misleading that it may actually have the opposite intended effect.

It's often said how people resist change, but I actually don't think that's true. Instead, I believe people are resistant to being changed and the control they lose from that change.

Problem statements are very often misunderstood. So many people think they're easy to build, but they're very often too long and include the wrong information. Instead, they should be short, simple, and only describe the symptoms you're trying to solve, just as you would do when visiting a doctor.