For years, Average Handle Time (AHT) has been one of the most closely watched call center metrics. As AI and automation take care of repetitive inquiries, the calls that reach human agents are very different. They tend to be more complex and more sensitive. In that context, judging performance based AHT seems like the thing of a past. In 2026, many teams are rethinking what “good performance” really means. Speed still matters, but resolution quality, customer outcomes, and experience matter more
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