Average handle time (AHT)

Is there a call center metric for average hold time?

Ask the Expert -  Learn how to reduce hold time and find other benchmarks for the call center in this tip from Lori Bocklund.

Analyze call center agent performance to lower average handle time (AHT)

Ask the Expert -  While there is no formula for lowering average handle time (AHT), Lori Bocklund offers some advice for how to improve your call center performance relative to this call center metric.

How do I lower the average handle time?

Ask the Expert -  A call center agent who works in the credit card industry, wonders how he can lower his average handle time.

Finding average handle time (AHT) information with reporting tools

Ask the Expert -  Reporting tools can provide a range of call center metrics information, says expert Lori Bocklund, so it's best to know exactly what average handle time (AHT) data you're looking for.

Call center management tips for coaching on average handle time (AHT)

Ask the Expert -  Lori Bocklund offers practical advice for lowering average handle time (AHT) for customer service representatives in this expert tip.

Is average handle time (AHT) a good performance metric?

Ask the Expert -  Forcing agents to watch their average handle time could lead to cutting calls short, thus reducing sale efforts and resulting in overall poor customer service.