VocalCom
MAY 15, 2017
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.
ShepHyken
OCTOBER 1, 2023
AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. The customer’s AHT includes hold time and time on the phone with the agent.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
JANUARY 31, 2022
Average Handle Time (AHT). It’s important to find a sweet spot for your average call handle time. Though a low average time can indicate efficient and fast call resolution, it can also signify incomplete or insufficient customer interactions. 4 Ways to Make Call Center Training More Fun.
JustCall
APRIL 3, 2024
During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. It helps to identify areas for improvement as well.
JustCall
APRIL 8, 2024
However, unexpected surges can also occur due to promotional campaigns or external events. For these situations, businesses need flexible agent allocation to handle fluctuations. chat, social media) Customer preferences evolve over time. It can be average handle time, first call resolution , and customer satisfaction scores.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Errors happen. Compliance missteps occur.
pindrop
JANUARY 8, 2021
Protect passively works in the background to monitor calls and account events to identify anomalies without requiring genuine customers to jump through hoops. . Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents.
Expert insights. Personalized for you.
48 
Let's personalize your content