Should You Remove Average Handling Time (AHT) as an Agent Target? Related Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) How to Safely Lower Average Handling Time How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 637 Filed under - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Ben Booth at MaxContact answers the important question on whether or not contact centres should remove AHT as an agent target. Should You Remove Average Handling Time (AHT) as an Agent Target? Ben Booth Absolutely not. But it also shouldn’t be used in isolation. If you use average handle time as a single KPI, it typically drives more customer experience behaviour within the contact centre. When you target your agents to get off the interaction, that’s not a good customer experience and typically increases the average handle time of the whole journey with repeat interactions. But it should be used as a leading indicator of problems. So if the average handle time is high, you could look at what’s the reason those interactions are high? Is it a training issue? Is it a certain type of case that people don’t know how to solve? And you can do something about that. I’d say no KPI should be used in isolation and should always be used in conjunction to give you a full view of what’s going on in the contact centre. If you are looking for more great video insights from the experts, check out these videos next: Spring Clean Your Wellbeing: Get Outside What Is Customer Intelligence? What Is CCaaS? What Are the Benefits? Author: Ben Booth Reviewed by: Robyn Coppell Published On: 11th Apr 2023 - Last modified: 20th Nov 2023 Read more about - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Recommended Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) How to Safely Lower Average Handling Time How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) Related Reports Download: The Top Contact Centre Challenges and How to Solve Them eBook: The Impact of AI on the Contact Centre Report: The Evolving Contact Centre Landscape Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter