How Can You Speed Up Average Handling Time? Related Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) How is Average Handling Time (AHT) Distributed? It is Not How you Think! 5 Tips to Optimize Average Speed of Answer and Wait Time 674 Filed under - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Ben Booth at MaxContact outlines some key tips that contact centres can use to speed up Average Handling Time (AHT). How Can You Speed Up Average Handling Time? Ben Booth There are two productive ways we’ve seen to have the biggest impact with the least investment. The first is to get the right interactions with the agent that can solve the problem. So either through your IVR or your webchat asking those extra few questions. Or whether it be an email that comes in, where you read the content of the email, and you get it through to the agent that can solve the interaction, even sometimes by sacrificing the average wait time. And then the second one is training and knowledge. Once that interaction gets through to the agent, having the agent who can solve the problem, but also has the tools available to them quickly in order to get the information to solve the problem is becoming pivotal in this day and age, with more complex problems becoming apparent in the contact centre. If you are looking for more great video insights from the experts, check out these videos next: Examples of Tone of Voice in Action What Is Call Centre Agent Burnout and What Are the Signs? What Is Conversation Analytics? Author: Ben Booth Reviewed by: Robyn Coppell Published On: 14th Feb 2023 - Last modified: 20th Nov 2023 Read more about - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Recommended Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) How is Average Handling Time (AHT) Distributed? It is Not How you Think! 5 Tips to Optimize Average Speed of Answer and Wait Time Related Reports Download: The Top Contact Centre Challenges and How to Solve Them eBook: The Impact of AI on the Contact Centre Report: The Evolving Contact Centre Landscape Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter