Learn more about 'call routing' - CX Central

June 25, 2022

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Call Routing

December 10, 2017 Last Updated: December 31, 2019
CX Central

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

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

Australian Contact Centre Wage

Australian contact centre salaries

November 5, 2020 Last Updated: October 16, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

Understanding Erlang C for call centres

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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!

Triple Zero Heroes who work in the call centre

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.

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