Articles - Key Performance Indicators (KPIs)

training metric

319

Metrics for Training Agents

measuring tape

236

How Do You Measure the Productivity of QA Auditors?

wallboard discussion

13,588

What Should You Be Displaying on Your Contact Centre Wallboards?

Pointing finger for blame concept

1,652

Don’t Blame the Contact Centre

A set of red stairs leading upward

1,996

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

33,818

Contact Centre Dashboard Excel Template

Versus screen. Fight backgrounds against each other, Yellow vs red.

1,991

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Wooden figures of people under black magnifying glass on yellow background

19,492

9 Important Team Leader KPIs

7,954

What Is a Balanced Scorecard and How Do You Create One?

A picture of a note saying "Net Promoter Score"

2,454

What Is Net Promoter Score (NPS)?

A picture of someone tracking footprints

18,768

32 Call Centre KPIs That You Need to Track (And Why!)

Call Centre Reporting Concept

33,070

A Guide to Call Centre Reporting – with Examples

A picture of the word "csat" above some happy people

6,528

What Is CSAT? – With a Meaning, Calculations and Great Tips

A picture of what FCR stands for

22,430

What Is First Contact Resolution? – With Formula and Expert Best Practices

A photo of children reaching to measure

6,327

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

12,581

Which KPIs Do I Need for Contact Centre WFM?

29,764

What Are the Contact Centre Service Level Standards?

2,817

Why Is Measuring Customer Satisfaction So Important?

4,750

Contact Centre Benchmarking – How to Get More From Your Metrics

Wood letter of KPI abbreviation with hand writing definition

12,541

An Introduction to Contact Centre KPIs and KPAs

80,383

What Is the Difference Between Occupancy and Utilisation?

10,075

Live Chat Metrics: Which Should You Be Monitoring?

5,925

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

5,849

Contact Centre Metrics: Are You Measuring the Right Things?