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Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.
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!

Motivational Games for Call Centres

February 5, 2020 Last Updated: September 30, 2021
The 3 myths of contact centre employee attrition

December 9, 2014 Last Updated: November 25, 2019
How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020