What is Average Handle Time (AHT)?
Average handle time (AHT) is a key metric at almost every call center, regardless of size or type. It refers to the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction.
It’s a metric that most call center managers prioritize for obvious reasons – when average call times are reduced, agents can handle more calls per shift, customers don’t have to wait as long to speak to an agent, and issues are addressed in a more timely manner. AHT can be improved through a combination of better technology, better training and better agents.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is