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 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.

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