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What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

Call centre shrinkage refers to the time when agents are unavailable to handle customer calls, whether due to planned activities like breaks and training or unplanned events such as illness.
Daniel Harding

Daniel Harding

6 mins read
Call Centre Burnout: Causes, Signs, and How to Prevent It

Call Centre Burnout: Causes, Signs, and How to Prevent It

Call centre agents are at risk of burnout, pushed to their limits by fast-paced, performance-driven environments.
Daniel Harding

Daniel Harding

7 mins read
The Ultimate Guide to First Call Resolution

The Ultimate Guide to First Call Resolution

First Call Resolution (FCR) refers to the ability to resolve a customer’s issue during their initial contact with your support team, removing the need for follow-ups or escalations.
Daniel Harding

Daniel Harding

5 mins read
Chatbots vs Conversational AI: What’s the difference?

Chatbots vs Conversational AI: What’s the difference?

Daniel Harding

Daniel Harding

5 mins read
20 Effective Customer Service Questions

20 Effective Customer Service Questions

Great customer service begins with asking the right questions. One of the most effective ways to understand how your customers feel is to simply ask, and the way you phrase those questions can shape the entire customer experience.
Daniel Harding

Daniel Harding

7 mins read
5 Ways To Handle High Call Volumes

5 Ways To Handle High Call Volumes

High call volumes are a common challenge for contact centres, especially during busy seasons. So, how can you make sure that your team is prepared to handle the pressure when call traffic spikes?
Daniel Harding

Daniel Harding

6 mins read
What is Call Whisper? Benefits and Uses Explained

What is Call Whisper? Benefits and Uses Explained

In a call centre, agents have to deal with a wide range of calls on many different topics. A handy feature designed to help with this is a call whisper.
Daniel Harding

Daniel Harding

6 mins read
4 Major Benefits of a Knowledge Management System

4 Major Benefits of a Knowledge Management System

How your call centre gathers, stores and shares knowledge can have a critical impact. By making your business knowledge easily accessible to your agents, you can improve your customer experience, boost innovation, and secure...
Daniel Harding

Daniel Harding

5 mins read
Predictive vs Progressive Diallers: Understanding the Differences

Predictive vs Progressive Diallers: Understanding the Differences

Automation is poised to bring a productivity boost worth $2.2 billion to the Australian economy. Across a wide range of sectors, advanced digital solutions are transforming how businesses operate – and call centres are no...
Daniel Harding

Daniel Harding

9 mins read