What Is Average Handle Time (AHT) and How to Improve It

What’s really driving up your Average Handle Time? Richard Higginbotham from Netcall looks at where contact centres can improve efficiency, without sacrificing customer experience.Average handle time is one of the most widely used measures of contact centre performance. It tells you how long, on average, it takes a team member to handle a customer interaction from beginning to end.But shorter isn’t automatically better.Reducing AHT by rushing interactions can create repeat contacts,