Articles - Measurement

measuring tape

399

How Do You Measure the Productivity of QA Auditors?

Pointing finger for blame concept

1,687

Don’t Blame the Contact Centre

beware of Watermelon Metrics

2,116

Beware of Watermelon Metrics

A picture of data analysis

9,986

Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of a note saying "Net Promoter Score"

2,691

What Is Net Promoter Score (NPS)?

A photo of someone analyzing data

2,237

An Introduction to Customer Data Analysis

A picture of what FCR stands for

23,839

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

Wood letter of KPI abbreviation with hand writing definition

13,312

An Introduction to Contact Centre KPIs and KPAs

A laptop with graphs on one side and money on the left

169,047

The Top 10 Most Important Call Centre Metrics

236,789

The Best KPIs to Use in Your Call Centre

43,649

How to Calculate First Contact Resolution

time bomb ticking

10,525

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

timer eggs

1,474

Anatomy of a Good Call – Measurement

how to calculate employee engagement score

31,074

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

4,740

Customer Satisfaction is Deemed the Most Important Measure of Success

6,731

What Should a Future Performance Management System Look Like?

7,775

The seven deadly sins of measurement

6,163

Top Customer Service Strategies – No 9. Measure Your Performance

5,012

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

quality sliding scale

91,855

59 Call Centre Quality Assurance Tips

11,427

The best ways to collect customer feedback

13,122

Debunking the Customer Effort Score

13,449

How You Can Drive up Net Promoter Scores

4,921

Customer measurement – Don’t measure me