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

1,776

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The Top 10 Most Important Call Centre Metrics

130,209

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12 Great Tips to Improve Call Centre Performance

190,772

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The Best KPIs to Use in Your Call Centre

215,194

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How to Calculate First Contact Resolution

14,350

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

4,703

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Anatomy of a Good Call – Measurement

916

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How Do I… Measure Employee Engagement?

8,260

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Customer first, process second

895

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Which-is-the-most-important-measure-of-success-for-you

Customer Satisfaction is Deemed the Most Important Measure of Success

2,154

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What-measures-do-you-use-in-your-Contact-Centre

CSAT is Still the Most Used Metric in the Contact Centre Industry

4,716

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What Should a Future Performance Management System Look Like?

6,049

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The seven deadly sins of measurement

5,973

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Top customer service strategies – No 9. Measure your performance

5,152

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Top service strategies – No 8. Use Tools with Caution

4,177

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59 Call Centre Quality Assurance Tips

85,209

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The best ways to collect customer feedback

9,847

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Focus on the right measures

21,813

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Debunking the Customer Effort Score

12,148

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How You Can Drive up Net Promoter Scores

12,067

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