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Articles about Measurement

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Customer Data Analysis – How to Analyse Data in 7 Steps

770

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What Is Net Promoter Score (NPS)?

609

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An Introduction to Customer Data Analysis

1,002

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

5,506

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An Introduction to Contact Centre KPIs and KPAs

4,886

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The Top 10 Most Important Call Centre Metrics

150,691

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The Best KPIs to Use in Your Call Centre

228,460

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How to Calculate First Contact Resolution

26,770

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

7,479

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Anatomy of a Good Call – Measurement

1,169

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How to Calculate an Employee Engagement Score

15,637

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Customer first, process second

1,001

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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

2,751

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What Should a Future Performance Management System Look Like?

6,343

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The seven deadly sins of measurement

6,556

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Top Customer Service Strategies – No 9. Measure Your Performance

5,629

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

4,478

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59 Call Centre Quality Assurance Tips

88,789

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The best ways to collect customer feedback

10,647

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Focus on the right measures

21,905

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