The Leading Contact Centre Magazine

Articles about Measurement

An Introduction to Contact Centre KPIs and KPAs

1,210

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The Top 10 Most Important Call Centre Metrics

124,424

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12 Great Tips to Improve Call Centre Performance

180,776

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The Best KPIs to Use in Your Call Centre

211,905

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How to Calculate First Contact Resolution

11,565

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

4,075

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Anatomy of a Good Call – Measurement

874

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How Do I… Measure Employee Engagement?

7,630

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Customer first, process second

876

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

Customer Satisfaction is Deemed the Most Important Measure of Success

2,107

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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

4,703

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What Should a Future Performance Management System Look Like?

6,006

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The seven deadly sins of measurement

5,906

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Top customer service strategies – No 9. Measure your performance

5,093

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Top service strategies – No 8. Use Tools with Caution

4,144

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59 Call Centre Quality Assurance Tips

84,315

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The best ways to collect customer feedback

9,718

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Focus on the right measures

21,802

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Debunking the Customer Effort Score

12,042

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How You Can Drive up Net Promoter Scores

11,880

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