Contact Centre Mythbusting Part 2
Global experts Justin Tippett and Daniel Ord join forces again in the Contact Centre Mythbusting Part 2 to bust some contact centre management myths focussing on success metrics including AHT, Occupancy and more!
If you’re in a contact centre manager role (or aspire to be) there’s plenty of gold nuggets in this podcast including:
- The metrics you shouldn’t be using for agents (and why) including:
- Occupancy
- AHT
- Number of Calls
- Why Adherence to Schedule is so important
- The ‘Pooling Principle’
- Normalisation and True Calls Per Hour
- The correlation between AHT and quality
- Why intervals are so important
You can also listen to Episode 1 where they bust some myths about Customer Wait Times
Listen to the Podcast:
You can play directly in the browser below right now or you can find the Podcast in all your usual places to download and listen to later.
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Watch the Podcast:
As well as listening to the podcast, you can also watch the interview on our new YouTube Channel or just click play below:
Quick links:
- Learn: View our Contact Centre Management Fundamentals Course or Introduction to Contact Centre Management course
- Engage: Justin Tippett to complete a Health Check on your contact centre >
- Listen: Listen to more CX Central podcasts >
- Read: The most common call centre metrics >
- Read: Why the AHT metric should be extinct >
- Subscribe: Stay across articles, new podcasts, get special offers and more