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Does Average Handle Time (AHT) Really Matter?


A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).

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9 Tools to Improve Average Handle Time (AHT) in Contact Centers


Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.


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


Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.

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Metrics That Matter: Average Handle Time

Taylor Reach Group

AHT: the Most Misunderstood Metric in Call or Contact Centers. Average handle time is a wonderful tool. To find out more about how Taylor Reach can help your company with average handle time, CLICK HERE to schedule a free consultation. By John Cockerill.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Average Handle Time: A Comprehensive Guide


Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What is Average Handle Time (AHT)?

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Key contact center metrics you should be tracking


There are myriad metrics and indicators that an organization can monitor to measure contact center performance. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems. Therefore, view AHT alongside first contact resolution.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.