Articles - Measurement

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How Do You Measure the Productivity of QA Auditors?

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Don’t Blame the Contact Centre

beware of Watermelon Metrics

Beware of Watermelon Metrics

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Customer Data Analysis – How to Analyse Data in 7 Steps

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What Is Net Promoter Score (NPS)?

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An Introduction to Customer Data Analysis

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

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An Introduction to Contact Centre KPIs and KPAs

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The Top 10 Most Important Call Centre Metrics

The Best KPIs to Use in Your Call Centre

How to Calculate First Contact Resolution

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

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Anatomy of a Good Call – Measurement

how to calculate employee engagement score

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

Customer Satisfaction is Deemed the Most Important Measure of Success

What Should a Future Performance Management System Look Like?

The seven deadly sins of measurement

Top Customer Service Strategies – No 9. Measure Your Performance

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

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59 Call Centre Quality Assurance Tips

The best ways to collect customer feedback

Debunking the Customer Effort Score

How You Can Drive up Net Promoter Scores

Customer measurement – Don’t measure me