Articles - Measurement

measuring tape

775

How Do You Measure the Productivity of QA Auditors?

Pointing finger for blame concept

1,758

Don’t Blame the Contact Centre

beware of Watermelon Metrics

2,237

Beware of Watermelon Metrics

A picture of data analysis

12,122

Customer Data Analysis – How to Analyse Data in 7 Steps

A picture of a note saying "Net Promoter Score"

3,154

What Is Net Promoter Score (NPS)?

A photo of someone analyzing data

2,512

An Introduction to Customer Data Analysis

A picture of what FCR stands for

26,519

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

Wood letter of KPI abbreviation with hand writing definition

15,257

An Introduction to Contact Centre KPIs and KPAs

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

171,749

The Top 10 Most Important Call Centre Metrics

237,498

The Best KPIs to Use in Your Call Centre

47,360

How to Calculate First Contact Resolution

time bomb ticking

11,059

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

timer eggs

1,507

Anatomy of a Good Call – Measurement

how to calculate employee engagement score

32,988

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

4,934

Customer Satisfaction is Deemed the Most Important Measure of Success

6,757

What Should a Future Performance Management System Look Like?

7,974

The seven deadly sins of measurement

6,190

Top Customer Service Strategies – No 9. Measure Your Performance

5,067

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

quality sliding scale

92,175

59 Call Centre Quality Assurance Tips

11,471

The best ways to collect customer feedback

13,184

Debunking the Customer Effort Score

13,507

How You Can Drive up Net Promoter Scores

4,940

Customer measurement – Don’t measure me