The Leading Contact Centre Magazine

Articles about Measurement

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

1,482

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The Top 10 Most Important Call Centre Metrics

127,087

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12 Great Tips to Improve Call Centre Performance

185,508

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The Best KPIs to Use in Your Call Centre

213,498

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How to Calculate First Contact Resolution

12,844

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

4,376

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Anatomy of a Good Call – Measurement

885

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How Do I… Measure Employee Engagement?

7,948

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Customer first, process second

884

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Which-is-the-most-important-measure-of-success-for-you

Customer Satisfaction is Deemed the Most Important Measure of Success

2,129

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What-measures-do-you-use-in-your-Contact-Centre

CSAT is Still the Most Used Metric in the Contact Centre Industry

4,708

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What Should a Future Performance Management System Look Like?

6,024

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The seven deadly sins of measurement

5,939

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Top customer service strategies – No 9. Measure your performance

5,119

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Top service strategies – No 8. Use Tools with Caution

4,158

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59 Call Centre Quality Assurance Tips

84,772

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The best ways to collect customer feedback

9,772

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Focus on the right measures

21,805

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Debunking the Customer Effort Score

12,098

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How You Can Drive up Net Promoter Scores

11,979

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