article thumbnail

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.

article thumbnail

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).

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Three Ways to Effortlessly Cut Average Handle Time 

Toister Performance Solutions

Weak knowledge bases that cause agents to hunt for information. Agents need three elements to be fully empowered: Authority Resources Procedures Given the right empowerment, it would be easy for many contact centers to cut at least 15 seconds off their average handle time while improving the agent experience.

article thumbnail

The Tribal Knowledge Base – Sharing the Wisdom in Customer Service

TechSee

The drop in productivity due to the loss of an employee and the steep learning curve of the new hire, coupled with the loss of knowledge and expertise of experienced staff, is a recipe for disaster. When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow.

article thumbnail

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

article thumbnail

Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

article thumbnail

5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)

Global Response

If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time.