Articles about Measurement

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Customer Data Analysis – How to Analyse Data in 7 Steps
2,838
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A picture of a note saying "Net Promoter Score"
What Is Net Promoter Score (NPS)?
1,377
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An Introduction to Customer Data Analysis
1,299
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What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
11,943
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An Introduction to Contact Centre KPIs and KPAs
7,230
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The Top 10 Most Important Call Centre Metrics
158,421
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The Best KPIs to Use in Your Call Centre
232,623
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How to Calculate First Contact Resolution
32,758
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Key Performance Indicators (KPIs) Are Damaging Employee Engagement
8,359
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Anatomy of a Good Call – Measurement
1,280
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How to Calculate an Employee Engagement Score
21,698
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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
3,573
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What Should a Future Performance Management System Look Like?
6,505
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The seven deadly sins of measurement
6,989
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Top Customer Service Strategies – No 9. Measure Your Performance
5,807
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Top Customer Service Strategies – No 8. Use Tools with Caution
4,628
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59 Call Centre Quality Assurance Tips
90,322
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The best ways to collect customer feedback
11,013
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Debunking the Customer Effort Score
12,750
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How You Can Drive up Net Promoter Scores
13,076
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Customer measurement – Don’t measure me
4,742
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Seven Deadly Sins of Call Quality Monitoring
18,827
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Are You Displaying the Right Metrics on your Wallboards?
6,787
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What’s holding back speech analytics?
4,879
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