The Leading Contact Centre Magazine

Articles about Metrics

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?

304

Read more...

A picture of chess pawns on arrows

50 Expert Tips to Improve Contact Centre WFM

2,358

Read more...

A photo of children reaching to measure

10 Metrics to Help You Measure the Customer Experience

1,845

Read more...

Which KPIs Do I Need for Contact Centre WFM?

1,255

Read more...

What Are the Contact Centre Service Level Standards?

3,482

Read more...

Why Is Measuring Customer Satisfaction So Important?

1,224

Read more...

Contact Centre Benchmarking – How to Get More From Your Metrics

996

Read more...

How to Calculate Customer Churn Rate – the Formula

5,972

Read more...

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

The Difference Between Measuring Repeat Contacts and First Contact Resolution

1,023

Read more...

A man holds a smiley face cut out

5 Great Methods to Improve Your Customer Satisfaction Score

2,895

Read more...

Woman using a calculator, making calculations and checking business statistics

How to Calculate Utilisation

4,338

Read more...

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

2,337

Read more...

Is 80/20 Still a Reasonable Service Level?

2,572

Read more...

What Is After-Call Work (ACW) and How Can It Be Improved?

21,852

Read more...

What Is an Acceptable Contact Centre Waiting Time?

7,373

Read more...

What Is the Difference Between Occupancy and Utilisation?

14,595

Read more...

Which Metrics Are Best for Monitoring Live Chat?

3,974

Read more...

How to Get More From Your Customer Satisfaction (CSat) Scores

2,676

Read more...

How to Calculate Absenteeism

9,870

Read more...

How to Calculate Attrition Rate – The Formula

36,003

Read more...