Connor Bourke | Guest Author on CX Central

November 6, 2026

February 1, 2018 Last Updated: March 15, 2020
Connor Bourke

We’ve got 4 expert call centre workforce management tips that will lead to greater efficiencies and lift staff engagement in your call centre.

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

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!