Recorded Webinar: 20 Tips for Improving Average Handling Time (AHT)

In this webinar, we looked at 20 tips to help bring down Average Handling Time.  Our experts also be shared some quick-fire improvements that could bring down your Average Handling time within the week.


  • Introductions – Jonty Pearce, Call Centre Helper
  • 10 tips to reduce AHT (people and processes) – Martin Jukes, Mpathy Plus
Webinar Slides: 20 tips for improving average handling time by martin_jukes

Click here to view the slides

  • 10 tips to reduce AHT (technology) – Mike Murphy, Interactive Intelligence

Click here to view the slides

  • Your tips

Winning tip – “We went to our Advisers to seek system improvements that they felt would help overall experience for them and the Customer. We gained funding to make the vast majority of the requests. This has helped significantly.” – Well Done, David30!

  • Interactive Q&A – Live questions from the audience

Topics discussed

  • Quick fixes to reduce Average Handling Time
  • The habits of highly effective agents
  • Reducing wrap-up time
  • Reducing time spent on hold
  • Training and buddying
  • Techniques for taking control of runaway talkers
  • Using First Contact Resolution to drive down call volumes
  • Ways technology can reduce call times
  • Top tips from the audience

Original Webinar date: January 2015

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