Articles - Key Performance Indicators (KPIs)

What KPI is the most valuable in improving NPS / CSAT?

232

The Most Valuable KPI to Improve NPS/CSAT

training metric

483

Metrics for Training Agents

measuring tape

550

How Do You Measure the Productivity of QA Auditors?

wallboard discussion

14,271

What Should You Be Displaying on Your Contact Centre Wallboards?

Pointing finger for blame concept

1,727

Don’t Blame the Contact Centre

A set of red stairs leading upward

2,198

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

47,637

Contact Centre Dashboard Excel Template

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

2,229

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

Wooden figures of people under black magnifying glass on yellow background

26,389

9 Important Team Leader KPIs

9,315

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

A picture of a note saying "Net Promoter Score"

2,892

What Is Net Promoter Score (NPS)?

A picture of someone tracking footprints

21,981

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

Call Centre Reporting Concept

39,315

A Guide to Call Centre Reporting – with Examples

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

7,097

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

A picture of what FCR stands for

25,124

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

A photo of children reaching to measure

6,812

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

13,674

Which KPIs Do I Need for Contact Centre WFM?

33,089

What Are the Contact Centre Service Level Standards?

2,913

Why Is Measuring Customer Satisfaction So Important?

5,265

Contact Centre Benchmarking – How to Get More From Your Metrics

Wood letter of KPI abbreviation with hand writing definition

14,166

An Introduction to Contact Centre KPIs and KPAs

85,912

What Is the Difference Between Occupancy and Utilisation?

10,399

Live Chat Metrics: Which Should You Be Monitoring?

6,076

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