Articles - How to Calculate

Top view of laptop and office supplies on colourful background.

1,839

How to Calculate Schedule Inefficiency

Hands Counting On Colorful Bead Abacus

3,962

How to Calculate Conformance

Girl with abacus on a cyan background

309,325

How to Work Out How Many Staff You Need in a Contact Centre

A picture of a volatile graph

3,971

How to Calculate Forecast Volatility

A photo of hung-up phones representing call abandons

177,031

How to Measure Call Abandon Rate

167,010

How to Calculate a Customer Satisfaction Score (CSAT)

A picture of a person posing with a calculator

4,021

How to Calculate Contact Centre Spin

A drawing of a smile face on a post it note

4,579

How to Measure Employee Engagement

A photo of a piggy back with measuring tape-around-it

4,017

How to Calculate Customer Profitability

13,382

How to Calculate Customer Churn Rate – the Formula

Woman using a calculator, making calculations and checking business statistics

27,319

How to Calculate Utilisation

34,322

How to Calculate Absenteeism – including the Formula

How to Calculate Attrition Rate Featured Image

234,522

How to Calculate Attrition Rate – The Formula

51,822

How to Calculate Productivity in the Contact Centre

How to calculate occupancy featured image

228,926

How to Calculate Occupancy

249,873

How to Calculate Contact Centre Service Level

11,194

How to Measure Customer Emotion

14,647

How to Calculate an Employee Net Promoter Score

Average Handling Time (AHT) formula

272,231

How to Measure Average Handling Time (AHT)

28,887

How Do I Calculate… Cost per Call?

Concept of Schedule Adherence

92,632

How do I Calculate… Schedule Adherence?

The Forecast Accuracy Formula

147,356

How to Calculate Forecast Accuracy

13,288

How to Calculate… Net Promoter Score

12,649

10 Things You Need When Calculating How Many Contact Centre Advisors You Need