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Articles - Measurement
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Seven Deadly Sins of Call Quality Monitoring
Are You Displaying the Right Metrics on your Wallboards?
What’s holding back speech analytics?
7 Deadly Sins of WFM
Twelve Call Centre Metrics You Can’t Live Without
The Best Ways to Benchmark Your Contact Centre
10 Tips to Improve Call-Handling Performance
Top tips for using MI in the contact centre
A Beginner’s Guide to Balanced Scorecards
Does a contact centre really need to be world class?
A Beginner’s Guide to Adherence Management
Measuring customer satisfaction and driving behaviour
Six things to banish from your contact centre
What to Measure and Manage in your Call Centre
Do You Include All Abandoned Calls Within Your Statistics?
Seven Ways to Improve Efficiency in Your Contact Centre
Previous
Editor's Pick
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
Latest Resources
Report: The Inner Circle Guide to AI-Enabled Agent Assistance
SPARK Matrix: Speech Analytics, Q1 2024 Report
Upcoming Events
Completing the Wellbeing Picture – Webinar
Fri 19 Apr 2024
Project Voice Annual Conference
Mon 22 Apr 2024
Latest Insights
Three Bold Predictions for the Future of Customer Interactions in Contact Centres
Now is the Time to Adapt and Embrace AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?