What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: March 17, 2019
Justin Tippett 0

If you manage a call centre or have responsibility for one, these are the top 10 Call Centre Metrics and KPIs you should you be using.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: January 8, 2019
CX Central 0

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!

Podcast: Play in new window | Download (Duration: 19:36 — 26.9MB)

Triple Zero Heroes

September 18, 2018 Last Updated: January 28, 2019
Justin Tippett 0

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls – real-life Triple Zero Heroes!

How to manage angry customers

May 3, 2018 Last Updated: August 1, 2019
Justin Tippett 0

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

Do Customers Really Care About the Call Centre Location?

August 22, 2017 Last Updated: January 26, 2019
Justin Tippett 0

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

The future of CX and six facts you must know

6 facts about the future of CX that you should know

June 1, 2017 Last Updated: February 7, 2019
Justin Tippett 0

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.

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: January 25, 2019
Justin Tippett 0

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.

The false economy of Customer Retention

February 6, 2017 Last Updated: February 18, 2019
Mark West 1

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Why are Australian call centres moving offshore

December 7, 2016 Last Updated: January 19, 2019
Justin Tippett 0

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?

Why the AHT metric should be extinct

November 9, 2016 Last Updated: December 30, 2018
Daniel Ord 0

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.

Facts about working in the Australian Call Centre Industry

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: February 18, 2019
Justin Tippett 0

We reveal 15 things you didn’t know about what its like working in the Australian call centre industry from the shared frustrations about long hold times through to the amazing diversity of jobs types there is more than you realise to the average call centre environment.

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