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title: Blogs
description: Blogs
---
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# Blogs
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[December 15, 2020](https://blog.francesquinn.com.au/news/kpis-contact-centre)
## [\[4 Step Guide\] How to Identify The Right KPIs For Your Contact Centre](https://blog.francesquinn.com.au/news/kpis-contact-centre)
Changing customer behaviour forces organisations to rethink their KPI strategy. Managing a contact centre is no easy task. Managing a contact centre in an environment where both the customer and the contact centre are evolving rapidly can be likened to juggling swords while they’re on fire,
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[December 15, 2020](https://blog.francesquinn.com.au/news/pinpoint-accuracy-using-cxma)
## [Identify key areas for improvement within your contact centre with pinpoint accuracy using CXMA](https://blog.francesquinn.com.au/news/pinpoint-accuracy-using-cxma)
You don’t know what you don’t know. So what can you do to find out what you don’t know, so you can take steps to start to know it?! This is one of the biggest challenges many contact centre leaders are faced with. Knowing what initiatives to prioritise first, is next in line. Will the
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[December 15, 2020](https://blog.francesquinn.com.au/news/transform-your-cx-strategy)
## [How to Transform Your CX Strategy and Overcome 5 Customer Support Challenges of 2020](https://blog.francesquinn.com.au/news/transform-your-cx-strategy)
It’s become quite evident that customer experience is a top priority for the majority of organisations, and the reason is simple: better customer experiences increases revenue — resulting in higher profits. Find out how to improve your customer experience with the latest industry trends. So,
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[December 15, 2020](https://blog.francesquinn.com.au/news/how-much-are-disengaged-employees-really-costing-you)
## [How Much Are Disengaged Employees Really Costing You?](https://blog.francesquinn.com.au/news/how-much-are-disengaged-employees-really-costing-you)
Times are changing and in the midst of a pandemic, employee engagement has revealed itself to be a key driver of success. You’ve probably mentioned this to the execs at one stage or another while pleading your case, that at the core of a ‘truly great customer experience’, is the agent. It’s so
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[December 15, 2020](https://blog.francesquinn.com.au/news/contact-centre-metrics-and-kpis)
## [The Definitive Guide to 15 Contact Centre Metrics and KPIs](https://blog.francesquinn.com.au/news/contact-centre-metrics-and-kpis)
Which contact centre KPIs are still relevant in a digital era? There may come a time when you notice things in your contact centre aren’t going as smoothly as they should. Rather you notice employees are unhappy, customers are unhappy and overall operational performance is suffering. Or, maybe
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[May 11, 2020](https://blog.francesquinn.com.au/news/2020/5/11/transforming-your-business-through-uncertain-times)
## [Transforming Your Business through Uncertain Times](https://blog.francesquinn.com.au/news/2020/5/11/transforming-your-business-through-uncertain-times)
In a time of unprecedented change, businesses must learn to transform and adapt to capture and retain the attention of their customers and employees. Perpetual technological advancements, paired with an increasingly disrupted world is accelerating the pace of change, making it harder for
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[May 4, 2020](https://blog.francesquinn.com.au/news/2020/5/4/the-rise-of-the-contact-centre)
## [The Rise of the Contact Centre](https://blog.francesquinn.com.au/news/2020/5/4/the-rise-of-the-contact-centre)
I started working in the contact centre industry in 1998. It feels like a lifetime ago, and while many things have changed drastically in that time, there are also many things that have not. Namely, the strategic value placed on the contact centre by its parent organisation (or lack thereof).
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[April 20, 2020](https://blog.francesquinn.com.au/news/2020/4/20/managing-contact-centre-change-in-2020)
## [Managing Contact Centre Change in 2020](https://blog.francesquinn.com.au/news/2020/4/20/managing-contact-centre-change-in-2020)
Changes, the ones that we are electing to make and the ones we’re adapting to are happening at a pace that few of us could ever have anticipated. Even the Change Superstars amongst us can get caught up in running from task to task, doing what needs to be done next. So how do we give ourselves
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[April 16, 2020](https://blog.francesquinn.com.au/news/2020/4/16/winning-wfm-in-2020)
## [Winning WFM in 2020](https://blog.francesquinn.com.au/news/2020/4/16/winning-wfm-in-2020)
Workforce Management has always been considered a ‘dark art’, and with good reason. The unique blend of science, instinct and influence is somewhat similar to walking the plank blindfolded, with your legs tied together, holding an excited puppy who won’t stay still. Over time, we WFM nerds
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[April 1, 2020](https://blog.francesquinn.com.au/news/2020/4/1/mental-health-and-the-contact-centre)
## [Mental Health and the Contact Centre](https://blog.francesquinn.com.au/news/2020/4/1/mental-health-and-the-contact-centre)
With the global spread of COVID-19, companies and people everywhere are unsure of what’s next. For some industries, COVID-19 has resulted in numerous redundancies, companies shutting down, and a general sense of anxiety for the workforce at large. In other industries, workload and burnout is at
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[Older Posts](https://blog.francesquinn.com.au/news/page/2)
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