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Articles - Average Handling Time (AHT)

Explore our range of resources on managing average handling time (AHT) to balance efficiency and quality in call and contact centre operations.

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

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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

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How to Safely Lower Average Handling Time

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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

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

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9 Important Team Leader KPIs

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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)

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How to Reduce AHT While Maintaining Customer Satisfaction

6 Key Metrics for Your Call Centre Dashboard

A yellow clock face is in the corner, against a blue background

What Is Wrap Time and How Can I Reduce It?