Articles - Measurement

beware of Watermelon Metrics

1,634

Beware of Watermelon Metrics

A picture of data analysis

4,707

Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of a note saying "Net Promoter Score"

1,600

What Is Net Promoter Score (NPS)?

A photo of someone analyzing data

1,539

An Introduction to Customer Data Analysis

A picture of what FCR stands for

16,737

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

Wood letter of KPI abbreviation with hand writing definition

9,246

An Introduction to Contact Centre KPIs and KPAs

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

162,865

The Top 10 Most Important Call Centre Metrics

234,634

The Best KPIs to Use in Your Call Centre

36,451

How to Calculate First Contact Resolution

9,109

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

1,356

Anatomy of a Good Call – Measurement

how to calculate employee engagement score

26,343

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

3,977

Customer Satisfaction is Deemed the Most Important Measure of Success

6,610

What Should a Future Performance Management System Look Like?

7,313

The seven deadly sins of measurement

5,938

Top Customer Service Strategies – No 9. Measure Your Performance

4,748

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

91,123

59 Call Centre Quality Assurance Tips

11,170

The best ways to collect customer feedback

12,870

Debunking the Customer Effort Score

13,242

How You Can Drive up Net Promoter Scores

4,806

Customer measurement – Don’t measure me

18,917

Seven Deadly Sins of Call Quality Monitoring

6,892

Are You Displaying the Right Metrics on your Wallboards?