Translate

Articles - Key Performance Indicators (KPIs)

Discover our range of materials on setting and tracking KPIs to measure success and improve performance in call and contact centres.

The word unfair being transformed to fair on blackboard

Why “Fair” Remains a Crucial Topic in Meeting KPIs

A dashboard with graphs on it - on a pink background

The Ultimate Guide to Call Centre Agent Performance Dashboards

Neon pink and blue graph showing positive correlation

How to Improve First Contact Resolution

A data chart with fluctuating lines and percentages

Get Ahead of KPI Fluctuations in Your Contact Centre

Benchmarking word cloud concept with abstract background

Call Centre Benchmarking 101

KPI and graphs on digital background with the words top cx kpis

Top 10 Customer Experience KPIs

which one is most important to you and the Senior Team in telephony featured image poll

What’s Your Most Important Telephony KPI?

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

The Most Valuable KPI to Improve NPS/CSAT

Call center assistants illustration

Metrics for Training Agents

Tape measure with the word productivity above it

How Do You Measure the Productivity of QA Auditors?

wallboard discussion

What Should You Be Displaying on Your Contact Centre Wallboards?

Pointing finger for blame concept

Don’t Blame the Contact Centre

A set of red stairs leading upward

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

KPI Target concept

Interview Question: Do You Have Experience Working Towards Targets and KPIs

Excel Contact Centre Dashboard

Contact Centre Dashboard Excel Template – FREE Download

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

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

Stopwatch and measuring tape

Measuring KPIs to Improve Call Center Quality Assurance

Team Leader KPIs with wooden people and hand holding magnifying glass

9 Important Team Leader KPIs

How to Create a Customer Balanced Scorecard – with Template and Examples

A picture of a note saying "Net Promoter Score"

What Is Net Promoter Score (NPS)?

A picture of someone tracking footprints

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

Call Centre Reporting Concept

A Guide to Call Centre Reports – with Examples

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

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

A picture of what FCR stands for

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