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?

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.