The Leading Contact Centre Magazine

Articles about Measurement

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An Introduction to Customer Data Analysis

674

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

2,108

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An Introduction to Contact Centre KPIs and KPAs

3,443

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The Top 10 Most Important Call Centre Metrics

144,259

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12 Great Tips to Improve Call Centre Performance

212,237

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The Best KPIs to Use in Your Call Centre

224,557

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How to Calculate First Contact Resolution

22,359

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

6,687

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Anatomy of a Good Call – Measurement

1,094

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How to Calculate an Employee Engagement Score

11,552

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Customer first, process second

948

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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

2,492

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What Should a Future Performance Management System Look Like?

6,249

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The seven deadly sins of measurement

6,248

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Top Customer Service Strategies – No 9. Measure Your Performance

5,437

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

4,360

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59 Call Centre Quality Assurance Tips

87,442

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The best ways to collect customer feedback

10,327

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Focus on the right measures

21,863

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Debunking the Customer Effort Score

12,490

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