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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy

Callminer

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.

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What is AHT? Strategies to Improve Average Handle Time

Amplifai Coaching Category

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

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Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

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NEW Ways to Supercharge Contact Center FCR and AHT Performance

CX Global Media

Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. Ken Goldberg : Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. The first part is gathering all that data.

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Best Practices for Training Call Center Agents for Exceptional Customer Service

TeleDirect

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT).

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10 Steps for the Best Call Center Coaching Session

Expivia

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach can help them perfect the move. However, they need that extra coaching to truly become incredible agents. However, they need that extra coaching to truly become incredible agents.

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Call Center Best Practices for Superior CX

TeleDirect

Well-trained agents can handle customer concerns efficiently and create positive interactions. Training strategies for call center agents: Conduct regular coaching and skill-building sessions. Teach agents how to handle difficult customers with empathy and patience. Average handle time (AHT).

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