Insights
Clarity for modern contact centres
Lessons from Smart Service Queensland and the broader CX community on tackling churn, misheard details, and the KPIs that really matter.
EOV6: Transforming Call Centers with Dual‑Mode Text and Talk Communication
Discover how EOV6 cuts average handling time, eases compliance fatigue, improves clarity under pressure, and boosts call center morale—all in one dual-mode chat + voice solution.
Call Center Glossary: Key Metrics, Acronyms, and What They Really Mean
From FCR to CSAT to AHT, here’s a plain-English guide to the abbreviations that drive customer experience and contact center performance.
Why Clarity Matters: The Hidden Cost of Misheard Calls (and a 76% wake-up stat)
Miscommunication on calls quietly destroys FCR and CSAT. Here’s how a tiny, temporary chat channel fixes the toughest two minutes of any conversation.
Why Accuracy Is the New KPI
Handle time still matters, but the centres that win next will be the ones that close every loop once with zero rework.
The Hidden Cost of Misheard Details
Five extra minutes clarifying every call turns into hundreds of lost hours, reputational hits, and compounding burnout across a 100-seat centre.
How Much Does Staff Churn Really Cost?
Hidden rework, compliance gaps, and retraining spend put a real $6K price tag on every lost agent — even before you try to grow.