Articles with 'Flight Centre'

October 17, 2026

Optus have announced they won the Flight Centre contact centre technology

Optus announces Flight Centre contact centre technology contract

January 24, 2017 Last Updated: November 21, 2019
Justin

News today that Optus have won the Flight Centre contact centre technology contract as part of a move to a cloud-based contact centre solution worth $75 million.

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.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

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!