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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