Operations

What Contact Centres, Operational Excellence, & the Rainforest Have in Common

What Contact Centres, Operational Excellence, & the Rainforest Have in Common

The rainforest’s overarching ecosystem consists of hundreds of smaller ecosystems, including canopies, understories, and forest floors. Where one is affected, all are affected. A true natural wonder, it is the most biodiverse tropical rainforest on the planet. But its future is threatened by deforestation and other man-made pressures…which makes it much like the modern day contact centre.

Contact Centre Efficiency Metrics Demystified

Contact Centre Efficiency Metrics Demystified

If there’s one lesson I’ve learnt in my time in the contact centre industry, it’s that what gets measured gets done.

Contact centres that regularly measure their performance against their target metrics are the ones who reach their goals.

And because what gets measured gets done, there’s a direct correlation between the metrics you measure, and the performance outcomes you achieve.

How to Combat (and Embrace!) Staff Attrition in Your Contact Centre

How to Combat (and Embrace!) Staff Attrition in Your Contact Centre

Staff attrition (the percentage of your staff that leave) is a problem in many organisations. Contact centres are no exception.  

This problem can be seen both in Australian and internationally.  

While the negative impacts of high staff attrition are generally acknowledged, many contact centre leaders and managers are less aware of the negative effects that can accompany low staff attrition. However, low attrition can actually be worse than high attrition.