The Leading Contact Centre Magazine

Articles about Measurement

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

2,582

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A laptop with graphs on one side and money on the left

The Top 10 Most Important Call Centre Metrics

137,325

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12 Great Tips to Improve Call Centre Performance

201,836

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The Best KPIs to Use in Your Call Centre

219,875

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How to Calculate First Contact Resolution

18,263

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

5,697

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Anatomy of a Good Call – Measurement

1,004

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How to Calculate an Employee Engagement Score

9,416

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Customer first, process second

918

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A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time

Customer Satisfaction is Deemed the Most Important Measure of Success

2,270

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What Should a Future Performance Management System Look Like?

6,139

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The seven deadly sins of measurement

6,091

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Top customer service strategies – No 9. Measure your performance

5,270

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Top service strategies – No 8. Use Tools with Caution

4,263

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59 Call Centre Quality Assurance Tips

86,280

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The best ways to collect customer feedback

10,064

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Focus on the right measures

21,833

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Debunking the Customer Effort Score

12,314

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How You Can Drive up Net Promoter Scores

12,254

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Customer measurement – Don’t measure me

4,559

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