Learn more about 'call routing'

October 12, 2024

December 10, 2017 Last Updated: December 31, 2019
Justin

Call Routing defines how a call centre ACD distributes traffic to ready, available and appropriately skilled agents.

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.
Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

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.

How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020
Motivational Games for Call Centres

February 5, 2020 Last Updated: September 30, 2021
3 Tips on how to re-engage call centre employees

August 20, 2015 Last Updated: July 12, 2020