The Average Handling Time (AHT) remains a crucial metric in contact centers, despite the evolving landscape of customer service. It’s a key indicator that helps balance cost control with quality customer experience. AHT measures the average duration of customer interactions, including talk time, hold time, and after-call work, thus giving a comprehensive view of an […] The post Average Handling Time (AHT): still the lynchpin of contact centers management? appeared first on Servion Blog.
