
What Call Centre Metrics and KPIs should you use?
Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
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!
After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.
With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.
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.
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