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.

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10 Metrics to Help You Measure the Customer Experience
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Which KPIs Do I Need for Contact Centre WFM?
What Are the Contact Centre Service Level Standards?
Why Is Measuring Customer Satisfaction So Important?
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Contact Centre Benchmarking – How to Get More From Your Metrics
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An Introduction to Contact Centre KPIs and KPAs
What Is the Difference Between Occupancy and Utilisation?
Live Chat Metrics: Which Should You Be Monitoring?
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
Contact Centre Metrics: Are You Measuring the Right Things?
The Best KPIs to Use in Your Call Centre
Recorded Webinar: The Best KPIs to Use in Your Contact Centre
What Is Working in a Call Centre Really Like?
Recorded Webinar : Performance Management Tools
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Customer Service at the Expense of Customer Loyalty: A Leadership Primer
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9 Mistakes to Avoid… Contact Centre Reporting
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What is a Key Performance Indicator (KPI)?
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Key Performance Indicators (KPIs) Are Damaging Employee Engagement
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Managing Seasonal Intake – Your Questions Answered
Create Room to Breathe Instead of Making Knee-Jerk Reactions
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25 Ways Technology Can … Increase Agent Productivity
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15 Speed Tips for Reducing Repeat Contacts
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
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Five Reasons Your KPIs Are Hurting Your Customer Experience
 
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