The Challenges with First Contact Resolution in contact centres
Call Centre KPIs & Metrics

First Contact Resolution Metric

It’s sold as a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with using the first contact resolution metric

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.

Centrelink call centre
Call Centre KPIs & Metrics

The Centrelink call centre

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2020?