Call Centre KPIs & Metrics
What Call Centre Metrics and KPIs should you use?
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.
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CX Hustle 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!
Podcast: Play in new window | Download (Duration: 19:36 — 26.9MB)
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In the Community
Skills & Training
Executives
Executives
6 facts about the future of CX
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.
Call centre outsourcing articles
The future of call centre outsourcers in Australia
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.
Executives
Executives
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.
