Call Centre Helper - Help and Advice for Contact Centres and Customer Service

Metric investigation concept with a magnifying glass looking at a graph

By Danny Wareham

22nd October 2026

What Is Our Metric Fixation Really Costing Us?

Discover what metric fixation is costing contact centres and why focusing on AHT, CSAT, and NPS can distract from the behaviours driving real performance.

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A finger touches a ripple of glowing lights

Keep Your Finger on the Pulse of What Agents Think

Calendar, clock, hand with pen, and checklist in a creative collage style

Tactics to Manage QA Well During Seasonal Peaks

8 Ways AI Is Already Changing WFM for the Better

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Resources

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eBook: Capacity Planning for Contact Centre BPOs

eBook: Capacity Planning for Contact Centre BPOs

eBook: EU Data Sovereignty for the Contact Centre

eBook: EU Data Sovereignty for the Contact Centre

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

White Paper: Three Ways to Make Automated Customer Experiences More Human

White Paper: Three Ways to Make Automated Customer Experiences More Human

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News

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Peopleware to Showcase AI-Native WFM at Contact Centre Expo

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

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Blogs

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‘Deflected’ Does Not Mean ‘Resolved’

‘Deflected’ Does Not Mean ‘Resolved’

How to Turn Training into Lasting Competence

How to Turn Training into Lasting Competence

Reversing the Sprawl…And Why More Isn’t Always Better

Reversing the Sprawl…And Why More Isn’t Always Better

How to Fix The Most Common WFM Planning Mistakes

How to Fix The Most Common WFM Planning Mistakes

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Events

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Unified Communications Expo (UCX) London 2026

Unified Communications Expo (UCX) London 2026

Let Sales Win – What’s Really Happening On Your Floor – Webinar

Let Sales Win – What’s Really Happening On Your Floor – Webinar

Webinar: How to Turn Customer Feedback into Action

Webinar: How to Turn Customer Feedback into Action

How to Build an Outcome-Driven QA Scorecard – Webinar

How to Build an Outcome-Driven QA Scorecard – Webinar

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People, Processes and Technology

What Is Our Metric Fixation Really Costing Us?

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Can You Afford to Ignore Shadow Knowledge?

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Tactics to Manage QA Well During Seasonal Peaks

Tactics to Manage QA Well During Seasonal Peaks

How to Keep Your Promises to Customers

How to Communicate Your QA Framework Clearly

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8 Ways AI Is Already Changing WFM for the Better

8 Ways AI Is Already Changing WFM for the Better

13 CXA Mistakes Every Contact Centre Leader Should Avoid

Switch From Live Chat to Chatbots – Without Losing Customers

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