Call Centre Helper - Page 9 of 705 - 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.

View All Exclusive Articles

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

View All Exclusive Articles

Resources

View All Resources

Webinar Replay: How to Turn Customer Feedback into Action

Webinar Replay: How to Turn Customer Feedback into Action

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

View All Resources

News

View All News

Five9 Named a Leader for Ninth Time

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Content Guru Recognised for 12th Consecutive Year

Zoom Launches New AI Features for Customer Experience

Zoom Launches New AI Features for Customer Experience

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

View All News

Blogs

View All Blogs

Q&A: The Role of AI When Every Second Counts

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Why QA and CSAT Scores Don’t Always Match

‘Deflected’ Does Not Mean ‘Resolved’

‘Deflected’ Does Not Mean ‘Resolved’

How to Turn Training into Lasting Competence

How to Turn Training into Lasting Competence

View All Blogs

Events

View All Events

ICMI Contact Center Expo 2026

ICMI Contact Center Expo 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

2026 #RaisingStandards

2026 #RaisingStandards

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

View All Events

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?

View All People Articles

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

View All Processes Articles

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

View All Technology Articles