Learn more about 'call routing' - CX Central

January 30, 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

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Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

Why the AHT Metric should be extinct

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

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.

19 great tips to improve complaints handling in 2019

How to improve customer complaints handling

June 1, 2016 Last Updated: June 21, 2021

19 expert tips on how to improve customer complaints handling to make things better your business, staff and customers.

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.

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