About
You hit the target. Handle times came down. And somehow, the operation got harder. This program shows you why reducing AHT can increase repeat contacts in contact centres, and how to reduce repeat demand without pushing your team harder. This is not a course about what you did wrong. It is a course about what the metric was not showing you - and what happens when you redesign the system instead of chasing the number. Across six modules, you will step away from dashboards and into your operation. You will listen to real contacts, map your actual process, and run a live structural experiment with your own team. Every exercise uses your data. Every finding comes from your operation. Every change is tested before it scales. By the time you present your Intervention Record, you will have: - Identified how much repeat demand your contact centre is generating internally - Traced that demand back to a specific structural step - Tested a controlled change and measured whether recurrence dropped - Led your team through a contained operational redesign This is not a course to complete. It is a repeat demand reduction intervention to implement. What you will need: - Access to 12 weeks of operational data - Time to observe live contacts - A team willing to test one defined change
You can also join this program via the mobile app. Go to the app