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Articles - Measurement

Find and explore a range of content on measuring key contact centre metrics, including performance, efficiency, and customer satisfaction.

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How Do You Measure the Productivity of QA Auditors?

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Don’t Blame the Contact Centre

Video Image: Beware of Watermelon Metrics

Video: Beware of Watermelon Metrics

A picture of data analysis

Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of a note saying "Net Promoter Score"

What Is Net Promoter Score (NPS)?

A photo of someone analyzing data

An Introduction to Customer Data Analysis

A picture of what FCR stands for

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

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

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The Top 10 Most Important Call Centre Metrics

The Best KPIs to Use in Your Call Centre

How to Calculate FCR

How to Calculate First Contact Resolution (FCR) – With Formula

time bomb ticking

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

timer eggs

Anatomy of a Good Call – Measurement

how to calculate employee engagement score

How to Calculate an Employee Engagement Score

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

What Should a Future Performance Management System Look Like?

The seven deadly sins of measurement

Top Customer Service Strategies – No 9. Measure Your Performance

Top Customer Service Strategies – No 8. Use Tools with Caution

quality sliding scale

59 Call Centre Quality Assurance Tips

The best ways to collect customer feedback

Debunking the Customer Effort Score

How You Can Drive up Net Promoter Scores

Customer measurement – Don’t measure me