Learn more about 'SBR'

December 27, 2024

Skills-Based Routing

December 10, 2017 Last Updated: December 16, 2023
Justin

Skills-Based Routing is a feature of a call centre ACD that enables you to direct calls to the most appropriately skilled and experienced call centre agent.

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.
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.

Understanding the link between employee and customer engagement

February 8, 2016 Last Updated: December 27, 2019
5 Tips to improve staff and customer engagement

December 3, 2014 Last Updated: November 30, 2019
The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021