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

First Contact Resolution

It’s a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with first contact resolution metrics in call centres.

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 2019?

Why the AHT Metric should be extinct
Call Centre KPIs & Metrics

Why the AHT metric should be extinct

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

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.