Why we stopped tracking average handle time | Eir Welch, Kobie Marketing
At Kobie Marketing, agents are told not to watch the clock. Eir Welch, Director of Customer Success, scrapped average handle time and instead tracks whether a positive interaction makes customers spend again.
She walks Rob Dague through condensing a tangled knowledge base under a Microsoft Copilot bot, turning QA reviewers into auditors of AI evaluations, and using Six Sigma fishbone diagrams to find what really breaks the agent experience. Her Stevie Award winning team treats AI adoption as a culture shift rather than a process rollout.
Topics discussed:
Why average handle time is the wrong…
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