Rather than focus on AHT, focus on the fact that the wiki and the agent cooperation will improve the agent's ability to solve the calls they get. This improves First Call Resolution, which is a better KPI than AHT. Improving FCR from 70% to 85% will drop your overall call volumes by about 10%, with no noticeable increase in AHT.
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And look - Here's another Atlantis! Right off the coast of Ireland! http://maps.google.com/?ie=UTF8&t=h&ll=51.69299,-17.276001&spn=2.584487,7.141113&z=8 Now if I can just find Pee Wee Herman's face on Mars...
Rather than focus on AHT, focus on the fact that the wiki and the agent cooperation will improve the agent's ability to solve the calls they get. This improves First Call Resolution, which is a better KPI than AHT. Improving FCR from 70% to 85% will drop your overall call volumes by about 10%, with no noticeable increase in AHT.