Articles - Key Performance Indicators (KPIs)

Pointing finger for blame concept

1,574

Don’t Blame the Contact Centre

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1,693

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

24,945

Contact Centre Dashboard Excel Template

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1,684

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

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13,175

9 Important Team Leader KPIs

6,691

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

A picture of a note saying "Net Promoter Score"

1,994

What Is Net Promoter Score (NPS)?

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15,113

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

Call Centre Reporting Concept

26,532

A Guide to Call Centre Reporting – with Examples

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5,747

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

A picture of what FCR stands for

19,079

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

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5,805

10 Metrics to Help You Measure the Customer Experience

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11,264

Which KPIs Do I Need for Contact Centre WFM?

26,316

What Are the Contact Centre Service Level Standards?

2,636

Why Is Measuring Customer Satisfaction So Important?

4,042

Contact Centre Benchmarking – How to Get More From Your Metrics

Wood letter of KPI abbreviation with hand writing definition

10,409

An Introduction to Contact Centre KPIs and KPAs

72,973

What Is the Difference Between Occupancy and Utilisation?

9,704

Live Chat Metrics: Which Should You Be Monitoring?

5,717

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

5,097

Contact Centre Metrics: Are You Measuring the Right Things?

235,367

The Best KPIs to Use in Your Call Centre

1,493

Recorded Webinar: The Best KPIs to Use in Your Contact Centre

8,452

What Should You Be Displaying on Your Contact Centre Wallboards?