How to Reduce Average Handling Time Without Compromising Quality

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2026-05-05 14:02:45 -

Average Handling Time (AHT) is one of the most important performance metrics in customer support. It measures how long an agent takes to resolve a customer query, including talk time, hold time, and after-call work. While reducing AHT can improve efficiency and lower costs, doing it incorrectly can harm service quality and customer satisfaction. The key is not just to make interactions shorter,...

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