Pros
At least they are keeping the tradition of supporting the arts in the Milwaukee Community. Performing Arts Center gave them place of honor as supporter of UPAF (United Performing Arts Fund)
Cons
Too much stick and not enough carrot! Too much emphasis on AHT--that is average handling time-or as I call it- Almighty handling time. Many callers have special needs--the other day I had a caller who sounded like she had throat cancer. She needed to have her card replaced and sent to a new address. It took over eight minutes, over three time the aht alotted of 160 seconds, for me to ascertain that I had her new address correctly spelled. With this policy in effect, instead of creating a proverbial "Milkshake Moment," as described by Steven S. Little, it's sour milk for for both customer and CSR!
