Question: how to reduce aht on calls?
Answer: Gather all information at the start of the call. ...  Look carefully at the IVR. ...  Nip problems in the bud by paying special attention to new staff. ...  Create cheat sheets to help streamline call-handling processes. ...  Let agents listen to examples of low AHT. ...  Recruit agents who speak concisely. ...  Identify silence on calls.