INSIGHTS
Operational patterns.
Practical perspective.
Original thinking on queue health, routing and the everyday friction inside contact centres.
Transfer Loop: when a contact never really lands
Every customer knows the sentence, and every customer has learned to dread it: "Let me transfer you to the right team." They know what follows. They'll ex…
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Wrap-Up Drag: why after-contact work only ever grows
Wrap-Up Drag: why after-contact work only ever grows When wrap-up time starts creeping, the diagnosis is almost always the same: the agents are slow. Coac…
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Routing Drift: how contact centre routing quietly goes out of sync
Nobody sets out to break their routing. It drifts. Somewhere in the history of every contact centre is a moment when someone sat down and configured the r…
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Queue Sprawl: why contact centres drown in queues they don't need
Most contact centre problems get diagnosed as routing problems. A call lands in the wrong place, a customer waits too long, an agent fields something outsi…
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Introducing the Queue Health Index: a better way to diagnose a contact centre
Most contact centre assessments rest on the same foundation: an experienced consultant pulls a client's data, recognises patterns from years of prior engag…
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