As one agent humorously put it,“ it can feel like being coached in real time while already on stage.”
The challenge isn ' t the idea of prompts: it ' s how they ' re delivered.
Used thoughtfully, prompts and whispers can be valuable, by:
• Guiding newer agents through unfamiliar scenarios.
• Supporting complex or regulated interactions.
• Bringing up reminders that prevent compliance issues.
But prompts and whispers get in the way when they:
• Appear too frequently or at the wrong moments.
• State the obvious(" Acknowledge customer frustration ").
• Conflict with policy or performance expectations.
• Remove the agents’ sense of control.
... AHT DOESN ' T NEED TO BE FORCED; IT IMPROVES NATURALLY AS A BYPRODUCT OF DOING THE WORK BETTER.
The most effective implementations treat AI prompts and whispers as assistive guides, not as supervisors micro-managing agents. In that use they:
• Allow agents to mute or turn off prompts when needed.
• Adjust prompt frequencies and volume based on experience level.
14 CONTACT CENTER PIPELINE
• Focus on clarity, not constant instruction.
The goal isn ' t to tell agents how to think: it ' s to give them the information they need faster, while also providing gentle nudges to improve call quality.
CONCLUSION: AHT IS A MEASURE: NOT THE MISSION
AHT should never be viewed in isolation. When leaders focus on a single metric, something else almost always pays the price. A narrow, laser-focused push to reduce AHT can unintentionally lower FCR, drive repeat calls, and ultimately damage CSAT. Faster calls don ' t always mean better calls.
The real opportunity lies in looking at performance holistically. Balanced metric analysis is essential when improving AHT.
In“ Using Data to Improve Performance”, I discuss how data interpretation can uncover hidden drivers behind service inefficiencies. Because when metrics are reviewed together- and supported by clean, reliable data- patterns begin to emerge.
Analytics tools like Power BI can help visualize trends, while AI can quickly and cost-effectively identify recurring issues or friction points. Outliers and data errors- such as days when AHT spikes to unrealistic levels- must be addressed first.
For organizations with the budget, an external consultant can provide a valuable, objective review and uncover blind spots internal teams may miss.
And when used correctly, data becomes a powerful driver of improvement. It can:
• Highlight frequently asked questions that belong in FAQs, scripts, or self-service channels.
• Reveal gaps in training.
• Inform better knowledge article creation.
• Strengthen AI chatbot responses.
• Improve WFM forecasts.
• And even influence smarter hiring decisions.
COACH’ S CORNER
In short, data should guide design: not just for reporting purposes.
Coaching also plays a critical role in sustainably improving handle time. I ' ve seen firsthand how minor, personalized adjustments can make a meaningful difference.
In one case, an agent struggling with AHT wasn ' t lacking skill: she needed better organization. By helping her prep systems in advance, use her monitors more effectively, and organize her most-used resources, her handle time improved naturally.
In another case, an agent needed support with call control when working with particularly talkative callers. With targeted coaching, practical techniques, and thoughtful short videos and team chat tips, she didn ' t just improve; she became a resource for her colleagues.
These experiences reinforce an essential truth: AHT improves when agents are supported, not pressured.
Ultimately, reducing handle time isn ' t about pushing agents to work faster. It ' s about removing friction, designing smarter processes, providing the right tools, and coaching with intention.
When centers strike the right balance between efficiency, CX and agent experience( AX), AHT doesn ' t need to be forced; it improves naturally as a byproduct of doing the work better.
Efficiency and empathy are not opposites. When done right, they move forward together.
Mark
Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.