The Alignment Gap: Why Your Best Metrics Are Driving Your Worst Customer Experiences

Agents measured on Average Handle Time are incentivized to close tickets fast, even if the problem isn’t truly resolved. What looks like efficiency in your dashboard becomes frustration in your customer’s experience. They feel rushed, dismissed, and often have to contact you multiple times to solve the same issue.

This guide reveals the seven critical dimensions where traditional metrics fail to capture – and often directly conflict with – the experiences that build trust and loyalty.