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Articles about Metrics

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50 MORE Expert Tips to Improve Contact Centre WFM
1,915
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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?
364
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50 Expert Tips to Improve Contact Centre WFM
2,890
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10 Metrics to Help You Measure the Customer Experience
2,094
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Which KPIs Do I Need for Contact Centre WFM?
1,708
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What Are the Contact Centre Service Level Standards?
4,318
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Why Is Measuring Customer Satisfaction So Important?
1,320
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Contact Centre Benchmarking – How to Get More From Your Metrics
1,091
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How to Calculate Customer Churn Rate – the Formula
6,357
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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
1,137
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5 Great Methods to Improve Your Customer Satisfaction Score
3,077
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Woman using a calculator, making calculations and checking business statistics
How to Calculate Utilisation
4,759
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An Introduction to Contact Centre KPIs and KPAs
2,595
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Is 80/20 Still a Reasonable Service Level?
2,727
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What Is After-Call Work (ACW) and How Can It Be Improved?
22,860
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What Is an Acceptable Contact Centre Waiting Time?
8,215
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What Is the Difference Between Occupancy and Utilisation?
16,614
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Which Metrics Are Best for Monitoring Live Chat?
4,231
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How to Get More From Your Customer Satisfaction (CSat) Scores
2,801
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How to Calculate Absenteeism
10,899
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50 MORE Expert Tips to Improve Contact Centre WFM
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