Articles - Average Handling Time (AHT)

Average Handling Time (AHT) remains one of the most closely watched metrics in contact centres, and one of the trickiest to get right. This page gathers expert guides, benchmarking insights, and practical ideas to help you manage AHT without compromising customer experience. Explore how to analyse handling time effectively, coach agents for efficiency, and use technology to streamline processes. With clear advice and examples from across the industry, this resource helps teams strike the right balance between fast service and high-quality conversations.

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Video Image: AHT Varies Across The Day
Why You Need to Account for AHT Variation Across the Day
Person and clock - embracing talk time concept
Why You Should Embrace the Complexity of Longer Talk Time
Video Image: What’s Really Skewing Your Forecasting
What’s Really Skewing Your Forecasting
Video: The AHT Glidepath – Track Agent Onboarding
Understanding the AHT Glidepath to Track Agent Onboarding
Customer Service Agents With Headsets Working In A Call Center
16 Ways to Reduce AHT – Without Damaging the Customer Experience
KPI and graphs on digital background with the words top cx kpis
Top 10 Customer Experience KPIs
how often do you think that the notes agents take don't tell the story well enough?
Are Agent Notes Capturing the Full Story?
Video Image: Should You Remove Average Handling Time (AHT) as an Agent Target
Should You Remove AHT as an Agent Target?
Video Image: How Can You Speed Up Average Handling Time?
Two Tips to Speed Up Average Handling Time
Video Image: What Is Average Handling Time and How Do You Measure It?
Two Types AHT and How to Measure Them
Increasing AHT to Help Improve FCR
Increasing AHT to Help Improve FCR
Safely lower concept with bungee jumper
How to Safely Lower Average Handling Time
exploding clock
What Is Average Handling Time (AHT)?
Call and Contact Centre Questions: AHT Baselining Through Time & Motion Study
AHT Baselining Through Time & Motion Study
AHT Glidepath Concept with clock and calculator
The AHT Glide Path (Learning Curve) Calculation
Call and Contact Centre Questions: AHT Glide Path
AHT Glide Path
Call and Contact Centre Questions: Call Centre Reporting Metrics Such As AHT
Call Centre Reporting Metrics Such As AHT
Multiple applications at once concept
How to Calculate Concurrency AHT
Forecast, graph, concept
Forecasting Call Volumes and AHT
Team Leader KPIs with wooden people and hand holding magnifying glass
9 Important Team Leader KPIs
Person looking confused holding abacus
How to Calculate Staffing in a Contact Centre
Video Image: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
10 Ways to Reduce AHT in the Contact Centre
A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
A pircture of a sand timer
How to Reduce AHT While Maintaining Customer Satisfaction
 
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