Contact centers are a metrics driven business support function. From speed to answer (ASA) and resolving a client issue the first time (FCR), to time spent monitoring different access channels (chat, phone, social media) and the all-important Average Handle Time measuring end-to-end client interactions, a well-run contact center can return real business value to the organization. But how can contact centers successfully optimize the balance between metrics like AHT against the costs associated with providing a quality customer experience?