Articles with 'popular'

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: October 2, 2020
Justin Tippett

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: March 16, 2020
CX Central

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!

Triple Zero Heroes

September 18, 2018 Last Updated: November 25, 2019
Justin Tippett

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

How to manage angry customers

May 3, 2018 Last Updated: September 3, 2020
Justin Tippett

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?

Does using overseas call centres really matter?

August 22, 2017 Last Updated: August 18, 2020
Justin Tippett

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

June 1, 2017 Last Updated: March 10, 2020
Justin Tippett

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: December 1, 2019
Justin Tippett

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.