Contact Centre Mythbusting Part 2

Global experts Justin Tippett and Daniel Ord join forces again in the Contact Centre Mythbusting Part 2 to bust some contact centre management myths focussing on success metrics including AHT, Occupancy and more!

If you're in a contact centre manager role (or aspire to be) there's plenty of gold nuggets in this podcast including:

* The metrics you shouldn't be using for agents (and why) including:

* Occupancy

* AHT

* Number of Calls

* Why Adherence to Schedule is so important

* The 'Pooling Principle'

* Normalisation and True Calls Per Hour

* The correlation between AHT and quality

* Why intervals are so important

You can also listen to Episode 1 where they bust some myths about Customer Wait Times

 

 

Listen to the Podcast:

You can play directly in the browser below right now or you can find the Podcast in all your usual places to download and listen to later.

Watch the Podcast:

As well as listening to the podcast, you can also watch the interview on our new YouTube Channel or just click play below:

Quick links:

* Learn: View our Contact Centre Management Fundamentals Course or Introduction to Contact Centre Management course

* Engage: Justin Tippett to complete a Health Check on your contact centre >

* Listen: Listen to more CX Central podcasts >

* Read: The most common call centre metrics >

* Read: Why the AHT metric should be extinct >

* Subscribe: Stay across articles, new podcasts, get special offers and more