If you manage or have responsibility for a call centre, what Call Centre Metrics and KPIs should be using? This guide provides a call centre managers insight into the 10 most popular metrics you should be using.

iSelect has announced it's bringing back contact centre jobs back from offshore with 90 jobs in South Africa returning to Victoria.

Sad news with Sydney based call centre outsourcer Peakbound closing its doors suffering collateral damage as part of the Royal Commission into the Financial Services industry.

The winners of the 2018 Auscontact award winners in Western Australia have been announced by the Auscontact Association - congrats to all winners!

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls - real-life Triple Zero Heroes!

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.