Elena Rossi

Head of Customer Operations

London, United Kingdom

Elena runs the support floor at Votelly and has spent eleven years building contact centre operations across retail and healthcare. She writes about routing, staffing and the metrics that actually change behaviour.

Call routingWorkforce planningCSAT

3 articles by Elena

Guides11 August 20266 min

Call routing that does not annoy your customers

Most IVR menus are built for the org chart, not the caller. A short guide to designing a flow people get through without swearing at the keypad.

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Industry4 August 20268 min

The four call metrics worth putting on a wallboard

Most contact centre dashboards measure what is easy to count. These four tell you whether customers are actually being served.

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Industry28 July 20269 min

Scaling support without scaling headcount

What actually changes when call volume doubles, and which levers give you capacity back before you start hiring.

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Elena Rossi

3 articles by Elena

Call routing that does not annoy your customers

The four call metrics worth putting on a wallboard

Scaling support without scaling headcount

Your team could betaking calls by lunch

Your team could be
taking calls by lunch