What metrics really matter in a modern contact centre?
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So,
June 18, 2025
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So,
We had 1,697 people apply to join us in just one week. That number blew us away, but in all honestly, it didn’t surprise us.
After a fresh complaint by the South African Internet Service Providers’ Association (ISPA) to the Independent Communications Authority of South Africa (ICASA) about the use
CSAT is not the villain… but it’s definitely not the hero either. It’s one of those metrics that’s everywhere because everyone’s tracking it, reporting on it,
Burnout in contact centres doesn’t just happen overnight, it builds slowly. In my experience, people often miss burnout because it looks like laziness or a
Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave
Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident