Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?

The old adage “You Can’t Manage What You Can’t Measure” is very relevant in the Contact Centre environment. Typically each area has (more…)