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Contact Centre KPI’s

An overview of how Contact Centre KPI's should be developed and used. Highlights common mistakes where the wrong measures are in place or incorrectly used.

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How to calculate absenteeism

Call Centre Helper recently published an article about how to calculate and manage absenteeism in your contact which included observations, tips and advice from Martin Jukes. Click on the image…

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How to Boost Agent Productivity and Contact Centre Efficiency

The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.

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