Articles - Key Performance Indicators (KPIs)

Key Performance Indicators (KPIs) are essential for measuring how well your contact centre is performing. This page of expert guidance, practical examples, and benchmarking advice explores how to choose the right KPIs, interpret results, and use them to improve service delivery. Learn how to balance efficiency and quality metrics, set realistic targets, and communicate performance data in a way that motivates teams. You’ll also find insights on linking KPIs to customer experience and wider business goals, ensuring your metrics truly reflect what success looks like.

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How to Complete an Audit on Your Current KPIs
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Why You Need to Constantly Monitor and Improve Schedule Efficiency
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Why “Fair” Remains a Crucial Topic in Meeting KPIs
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Get Ahead of KPI Fluctuations in Your Contact Centre
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Call Centre Benchmarking 101
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Top 10 Customer Experience KPIs
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Should You Remove AHT as an Agent Target?
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The Most Valuable KPI to Improve NPS/CSAT
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Don’t Blame the Contact Centre
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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
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Contact Centre Dashboard Excel Template – FREE Download
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Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
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Measuring KPIs to Improve Call Center Quality Assurance
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What Is Net Promoter Score (NPS)?
 
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