2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.

5 Popular Call Centre Metrics
Call Centre KPIs & Metrics

5 Popular call centre metrics

Call centres these days are swimming in data so how do you know what metrics to focus on? We’ve got 5 Popular Call Centre Metrics you can use to measure performance that have stood the test of time.

The best KPIs to measure call centre success
Call Centre KPIs & Metrics

The 5 best KPIs to measure call centre success

With so much data and potential metrics available in a call centre it can be overwhelming trying to work out which KPIs should be used to measure success. Thankfully we’ve got the the 5 best KPIs to measure call centre success that are used all over the world.

THE TRADITIONAL KPI MODEL Why it doesn't work
Call Centre KPIs & Metrics

Why the traditional KPI model does not work

The traditional KPI model of linking rewards to performance can be fraught with danger in a call centre if the KPIs aren’t set correctly. Our article explores the dangers and provides you with some helpful advice on setting the right expectations in your business.