Page
Group
Translate
Home
Menu
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Metrics
Planning
Quality
Technology
TV
Call Centre TV
Recorded Webinars
Resources
Reports
Research
Directory
Recorded Webinars
Podcasts
FAQs
Definitions
Newsletter
Tips
Hints & tips
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Case Studies
Videos
Events
Forum
LinkedIn Community
Advertise
Advertise
Media Pack
About Us
Articles - Measurement
Next
399
How Do You Measure the Productivity of QA Auditors?
1,687
Don’t Blame the Contact Centre
2,116
Beware of Watermelon Metrics
9,986
Customer Data Analysis – How to Analyse Data in 7 Steps
2,691
What Is Net Promoter Score (NPS)?
2,237
An Introduction to Customer Data Analysis
23,839
What Is First Contact Resolution? – With Formula and Expert Best Practices
13,312
An Introduction to Contact Centre KPIs and KPAs
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
10,525
Key Performance Indicators (KPIs) Are Damaging Employee Engagement
1,474
Anatomy of a Good Call – Measurement
31,074
How to Calculate an Employee Engagement Score
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
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
Next
Editor's Pick
The Best De-Escalation Techniques
Using Scheduling Playbooks to Manage Spikes in Service Demand
6 Contact Centre Initiatives You Can’t Ignore
How to Combat Quiet Quitting in the Call Centre
Latest Resources
e-Book: Five Steps to Accurate Contact Center Forecasting
White Paper: Managing the Modern Compliance and Risk Environment
Upcoming Events
Disrupt 2023
Tue 07 Feb 2023
Demo: Strategies for Boosting Sales and Service Team Productivity
Tue 07 Feb 2023
Latest Insights
CCaaS: Efficient, Effective, Engaging
Accessible Customer Service Is Essential
Latest News
New Survey Finds Consumers Give Chatbots a Failing Grade in CX
Five9 Grows CINP Network
Popular Pages
Top 50 Positive Words and Phrases – With Examples
The Top 50 Words to Describe Yourself on Your CV
Contact Centre Dashboard Excel Template
What is the Phonetic Alphabet?