Expert insights. Personalized for you.
Average Handle Time Related Topics 
Callminer
JUNE 9, 2020
Average handle time, or AHT, is an important call center metric. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.
Babelforce
NOVEMBER 24, 2020
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold time, as well as the wrap-up time after each call.”. How is Average Handling Time calculated?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Injixo
AUGUST 3, 2022
Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity.
Injixo
AUGUST 3, 2022
Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity.
Advertisement
complex over time. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. A quar- ter (25 percent) say they feel stressed multiple times a week, while 12 percent say they feel stressed all the time. center metrics include average handle. single time.
LiveVox
FEBRUARY 17, 2021
Average handle time (AHT) is a metric used to measure the amount of time each call or live chat takes in the call center. How is Average Handle Time Measured? The post How to Improve Average Handle Time appeared first on Livevox.
Taylor Reach Group
APRIL 5, 2019
Average handle time is a wonderful tool. AHT is an AVERAGE, and is Simply the Midpoint of All the Conversations. One of the issues that often occurs is that often people are trying to manage agents to a particular average as opposed to recognizing that the average is simply a midpoint of all the conversations that are taking place in that channel. This makes their easier calls look shorter in comparison to the same calls handled by newer agents.
Callminer
JUNE 4, 2020
As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow Customer satisfaction is your top priority.
LiveVox
SEPTEMBER 2, 2022
In any contact center, reducing average handle time (AHT) is a top priority. The post How to Improve Average Handle Time (AHT) in Your Call Center appeared first on LiveVox. This metric is a key indicator of how efficiently your call center is running.
ViiBE Blog
MARCH 18, 2021
On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Why is Average Handle Time important?
Advertisement
complex over time. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. A quar- ter (25 percent) say they feel stressed multiple times a week, while 12 percent say they feel stressed all the time. center metrics include average handle. single time.
Bright Pattern
AUGUST 15, 2018
Average handle time, or AHT, is one of the most important contact center metrics. For instance, it directly influences waiting time, abandonment rate, occupancy of agents, workforce demand, and ultimately both customer satisfaction and cost of operation. average handle timeIt characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center.
Bright Pattern
AUGUST 23, 2018
Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more advanced approaches to predicting average handle time. average handle time
Toister Performance Solutions
APRIL 30, 2020
It doesn’t make you feel any better, and you realize you just wasted more time. And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster. How do contact centers waste time?
Knowmax
JANUARY 20, 2021
Co-browsing: Controlling your average handling time. Artificial Intelligence Digital Adoption
Advertisement
in time to support the critical tax returns period, eGain Virtual. time and money,” 70% of survey respondents either agreed or. on the website in the current session for more than the pre- determined time. time-starved demographic.
Expivia
APRIL 1, 2021
But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time?
TELUS International
MAY 26, 2021
Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds? CX Best Practices
Advantage Communications
MARCH 9, 2021
Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics. Contact Center
Taylor Reach Group
MARCH 20, 2018
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). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.
NobelBiz
JANUARY 18, 2022
The average call handling time (AHT) is widely used to assess the efficiency of individual customer care representatives and the overall performance of the company. The post How To Manage The Average Handling Time (AHT) For Contact Centers?
Brad Cleveland
MARCH 5, 2020
Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.
Taylor Reach Group
JANUARY 3, 2018
Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).
Knowmax
OCTOBER 14, 2020
How to reduce average handle time in a contact center. Customer Experience AHT
Monet Software
DECEMBER 26, 2018
They won’t fetch your coffee, but these automated helpers known as RPAs – robotic process automation – can alleviate repetitive tasks and expedite calls, thus lowering average handle time. Attended automation” is a more sophisticated solution that provides real-time guidance and help as agents engage with customers. Such shortcuts can result in significant savings in time on every call.
SmartAction
AUGUST 5, 2019
Every time we grow demand, we can’t grow people. IVA greets our customers when they call, identifies and authenticates our customers, and handles a wide variety of self-service transactions from simple things like password reset to more complex things that fall under account management and order management. That’s led to an overall 19% reduction in Agent Handle Time. The post How DSW Reduced Their Average Handle Time By 19% appeared first on SmartAction.
Babelforce
JUNE 10, 2021
12 Encourage active listening #13 Stop highlighting average handle time #14 Reduce wrap time Your free guide to contact center automation. Three courses had been and gone; now it was time for a strong coffee and the bill. 13 Stop highlighting average handle time.
Kayako
JANUARY 19, 2017
For live chat, that means responding to customers quickly and streamlining chat handling times. In 2016 Kayako’s support team worked on a six-month project aimed at improving chat availability, average chat handling time (CHT) and first response Time (FRT). The first step was diving deep into our metrics and understanding ways we could reduce our average handle time for chats. Stage 1: Identify reasons for high average handle time.
Contact Center Pipeline
DECEMBER 10, 2021
Sponsored Posts average handle time digital channels people workforce management
SmartAction
SEPTEMBER 28, 2022
Place Call Quality over Average Hold Time (AHT). Average Handle Time (AHT) is regarded by some CX specialists as the worst service metric, referring to it as “a vestige of the old service industry” and “a culture killer.” Attrition of agents.
Eptica
JULY 4, 2018
Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. In our first article, I’m going to look at how you can improve Average Handling Time (AHT) , reducing the time it takes to respond to consumers, while maintaining quality and efficiency. Creating individual responses on email or social media is both time consuming and potentially inconsistent.
NICE inContact
OCTOBER 17, 2018
With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog. As the leading specialty bedding retailer In the U.S.,
TechSee
MAY 14, 2019
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Agents can save significant amounts of time by having virtual assistants – or chatbots – cover the basics at the start of a customer interaction.
NICE inContact
MARCH 29, 2018
In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.
TechSee
SEPTEMBER 18, 2019
Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.
VocalCom
MAY 15, 2017
Time plays a key role in customer service. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time. Whenever agents need time to find or process information, customers should be kept informed.
Nicereply
APRIL 13, 2021
Getting the right tickets to the right agent can have a positive impact on average handle time because it avoids the ticket being passed around from agent to agent. For example, think about the time it takes to handle a ticket.
Customer Interactions
OCTOBER 8, 2015
In the dynamic world of communications, service providers, in their continuing quest to expand their customers' wallet share, are launching a growing number of new services at an accelerated pace. Multi-play services have evolved significantly over the last decade, becoming much more sophisticated, expanding to triple-play, quad-play and beyond
Contact Center Pipeline
APRIL 9, 2019
Technology AI artificial intelligence average handle time call center contact center KM Knowledge ManagementIt’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue. In light of these facts, it’s […].
TASKE Technology
JUNE 12, 2014
Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. To calculate AHT, start by determining Handle Time (HT). HT indicates the length of time that was dedicated to activities for calls from queues, over a specific timeframe. It’s important that agents spend an appropriate amount of time with customers.
182 
Let's personalize your content