Translate

Articles - Average Handling Time (AHT)

Explore our range of resources on managing average handling time (AHT) to balance efficiency and quality in call and contact centre operations.

AHT and Call Distribution video cover

What’s Really Skewing Your Forecasting

Video Cover for Jonty Pearce explaining the AHT Glidepath

Video: The AHT Glidepath – Track Agent Onboarding

Customer Service Agents With Headsets Working In A Call Center

16 Ways to Reduce AHT – Without Damaging the Customer Experience

KPI and graphs on digital background with the words top cx kpis

Top 10 Customer Experience KPIs

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

Darts on target should you remove aht video cover

Video: Should You Remove Average Handling Time (AHT) as an Agent Target?

Speed Up AHT Cover

Video: How Can You Speed Up Average Handling Time?

Average Handling Time concept with hands holding clock

Video: What Is Average Handling Time and How Do You Measure It?

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

Safely lower concept with bungee jumper

How to Safely Lower Average Handling Time

exploding clock

What Is Average Handling Time (AHT)?

formula board

AHT Baselining Through Time & Motion Study

Composite of Wall Clock and Calculator

The AHT Glide Path (Learning Curve) Calculation

AHT Glide Path

Call Centre Reporting Metrics Such As AHT

Multiple applications at once concept

How to Calculate Concurrency AHT

Forecast, graph, concept

Forecasting Call Volumes and AHT

Team Leader KPIs with wooden people and hand holding magnifying glass

9 Important Team Leader KPIs

Person looking confused holding abacus

How to Calculate Staffing in a Contact Centre

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

Video: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

A picture of reducing average handling time (AHT)

32 Tips for Reducing Average Handling Time (AHT)

A pircture of a sand timer

How to Reduce AHT While Maintaining Customer Satisfaction

6 Key Metrics for Your Call Centre Dashboard

A yellow clock face is in the corner, against a blue background

What Is Wrap Time and How Can I Reduce It?