Learn more about 'routing'

September 21, 2026

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.

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.
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020
Using Emotion and Logic in Sales

March 3, 2021 Last Updated: May 31, 2025
15 Essential Habits of Amazing Call Centre Team Leaders

June 10, 2020 Last Updated: September 12, 2021