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Articles about Metrics

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How to Calculate a Customer Satisfaction Score (CSAT)
85,808
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5 Important Call Centre Metrics to Improve Agent Performance
2,210
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4 Customer Service Objectives That Will Improve Productivity and Customer Experience
2,689
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A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips
3,001
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What Is CSAT? – With a Meaning, Calculations and Great Tips
2,349
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What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
3,919
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50 MORE Expert Tips to Improve Contact Centre WFM
2,409
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Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
449
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50 Expert Tips to Improve Contact Centre WFM
4,048
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10 Metrics to Help You Measure the Customer Experience
3,264
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Which KPIs Do I Need for Contact Centre WFM?
4,388
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What Are the Contact Centre Service Level Standards?
10,015
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Why Is Measuring Customer Satisfaction So Important?
1,864
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Contact Centre Benchmarking – How to Get More From Your Metrics
1,829
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How to Calculate Customer Churn Rate – the Formula
8,634
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The Difference Between Measuring Repeat Contacts and First Contact Resolution
1,959
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5 Great Methods to Improve Your Customer Satisfaction Score
4,351
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How to Calculate Utilisation
8,198
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An Introduction to Contact Centre KPIs and KPAs
4,370
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Is 80/20 Still a Reasonable Service Level?
3,961
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