Call Centre KPIs & Metrics
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.
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CX Central Podcast
Understanding Erlang C for call centres
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!
Community Education
Call Centre Agent Tips
CX Executive Tips
CX Executive Tips
Call Centre KPIs & Metrics
Why the AHT metric should be extinct
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.
Call Centre Career Tips
Call Centre Management Tips
Call Centre Career Tips