Recorded Webinar: 10 Smart Ways to Improve Average Handling Time (AHT)

Average Handling Time (AHT) is one of the most widespread contact centre metrics.  It can be used as a simple efficiency metric and is also essential for workforce planning calculations.

This webinar explored the use of Average Handling Time as a metric and 10 smart ways in which AHT could be reduced.


  • Introductions – Jonty Pearce, Call Centre Helper
  • What’s all the fuss about AHT – Carolyn Blunt, Real Results
Webinar Slides: 10 Smart Ways to Improve Average Handling Time (AHT) by Carolyn Blunt

Click here to view the slides.

  • Technology Tools for AHT – Mike Murphy, Interactive Intelligence
Webinar Slides: 10 Smart Ways to Improve Average Handling Time (AHT) Mike Murphy

Click here to view the slides.

  • Your tips

Winning tip“One of the things that I did was to analyze hold reasons and compare them against different agents handling the same types of calls. What was found out showed that agents were using different methods to get the same information with systems. Based on that we created cheat sheets for popular call types so as to streamline how applications were used for the more common types of queries.”

Well done, Mark33

  • Interactive Q&A – Live Questions from the audience

Topics discussed

  • Average Handling Time vs First Contact Resolution
  • Reducing the time a caller is on hold
  • Controlling ‘runaway’ callers
  • Best ways to train agents
  • Designing call flows
  • Streamlining processes
  • Use of Knowledge bases
  • Buddying-up agents
  • Technological solutions
  • Clever use of the IVR
  • Top tips from the audience

Original Webinar date: September 2014

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