Articles - Measurement

Pointing finger for blame concept

1,743

Don’t Blame the Contact Centre

beware of Watermelon Metrics

2,028

Beware of Watermelon Metrics

A picture of data analysis

6,962

Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of a note saying "Net Promoter Score"

2,203

What Is Net Promoter Score (NPS)?

A photo of someone analyzing data

1,818

An Introduction to Customer Data Analysis

A picture of what FCR stands for

20,524

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

Wood letter of KPI abbreviation with hand writing definition

11,353

An Introduction to Contact Centre KPIs and KPAs

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

166,015

The Top 10 Most Important Call Centre Metrics

235,825

The Best KPIs to Use in Your Call Centre

39,927

How to Calculate First Contact Resolution

9,826

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

1,415

Anatomy of a Good Call – Measurement

how to calculate employee engagement score

28,871

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

4,196

Customer Satisfaction is Deemed the Most Important Measure of Success

6,672

What Should a Future Performance Management System Look Like?

7,539

The seven deadly sins of measurement

6,070

Top Customer Service Strategies – No 9. Measure Your Performance

4,880

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

quality sliding scale

91,577

59 Call Centre Quality Assurance Tips

11,316

The best ways to collect customer feedback

13,015

Debunking the Customer Effort Score

13,347

How You Can Drive up Net Promoter Scores

4,873

Customer measurement – Don’t measure me

19,001

Seven Deadly Sins of Call Quality Monitoring