Average Handle Time (AHT)

Glossary
Average Handle Time (AHT)

Average Handle Time (AHT) is a metric that measures the average duration a customer interaction takes, including talk, hold, and follow-up time.

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5 Ways to Measure Success and ROI When Outsourcing CX

5 Ways to Measure Success and ROI When Outsourcing CX

The increasing competition within a market compels businesses to adopt and execute strategic approaches in order to maintain a competitive edge. Consequently, customer experience (CX) has become a fundamental differentiating factor for firms to remain unique and competitive.

What is Average Handling Time (AHT)?

Average Handling Time (AHT) is a key performance metric used in customer service and call centers. It measures the average duration from the moment a customer call is initiated until the issue is fully resolved, including the talk time, hold time, and any follow-up work (often referred to as after-call work). AHT is crucial for […]

Four CX Essentials to Ensure Customer Loyalty in Banking & Finance

Four CX Essentials to Ensure Customer Loyalty in Banking & Finance

How can new and established banks maintain the human touch in an increasingly digital landscape? How can they leverage data without compromising on privacy? And most importantly, how can they ensure that their CX initiatives are reactive and proactive, anticipating customer needs before they arise?

Reducing Hold Time: Techniques for Better Customer Satisfaction

Reducing Hold Time: Techniques for Better Customer Satisfaction

Long hold times can lead to frustration, decreased loyalty, and ultimately, lost business. Reducing hold time is essential for improving the customer experience and ensuring that your service remains competitive.

Inspiro Reduces Average Handle Time for Voice Tech Support

Inspiro Reduces Average Handle Time for Voice Tech Support

Inspiro’s quality team identified the root causes of high AHT: Agents are multitasking on many devices and not focused on the call, lack of product and promotion-specific training, and limited agent familiarity with cables and input sources.

Average Handle Time (AHT)

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Average Handle Time (AHT)

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