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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Call Centre Benchmarking 101
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What Is Net Promoter Score (NPS)?
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How to Choose the Right Metrics to Track Agent Performance
Live Chat Metrics: Which Should You Be Monitoring?
Outbound KPIs
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What are the Best Ways to Use Contact Centre Wallboards?
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The Ultimate Guide to Call Centre Agent Performance Dashboards
Video Image: Why You Need to Constantly Monitor and Improve Schedule Efficiency
Why You Need to Constantly Monitor and Improve Schedule Efficiency
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How to Complete an Audit on Your Current KPIs
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Why “Fair” Remains a Crucial Topic in Meeting KPIs
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How to Improve First Contact Resolution
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5 Ways to Boost Team Performance
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What KPI is the most valuable in improving NPS / CSAT?
The Most Valuable KPI to Improve NPS/CSAT
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An Introduction to Contact Centre KPIs and KPAs
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
The Best KPIs to Use in Your Call Centre
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Get Ahead of KPI Fluctuations in Your Contact Centre
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Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
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Managing Seasonal Intake – Your Questions Answered
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Key Performance Indicators (KPIs) Are Damaging Employee Engagement
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
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10 Metrics to Help You Measure the Customer Experience
What to Measure and Manage in your Call Centre
 
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