The Leading Contact Centre Magazine

Articles about Metrics

What Are the Contact Centre Service Level Standards?

1,708

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Why Is Measuring Customer Satisfaction So Important?

1,316

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Contact Centre Benchmarking – How to Get More From Your Metrics

802

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How to Calculate Customer Churn Rate – the Formula

4,887

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

What Is the Difference Between Measuring Repeat Contacts and First Contact Resolution?

814

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5 Great Methods to Improve Your Customer Satisfaction Score

2,327

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Woman using a calculator, making calculations and checking business statistics

How to Calculate Utilisation

3,253

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An Introduction to Contact Centre KPIs and KPAs

1,807

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Is 80/20 Still a Reasonable Service Level?

2,276

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

19,539

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The Top Stories of 2018

843

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What Is an Acceptable Contact Centre Waiting Time?

5,462

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What Is the Difference Between Occupancy and Utilisation?

9,618

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Which Metrics Are Best for Monitoring Live Chat?

3,443

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

2,444

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How to Calculate Absenteeism

7,858

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How to Calculate Attrition Rate – the Formula

25,430

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How to Calculate Productivity in the Contact Centre

12,896

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How to Assess Quality on Email and Live Chat in the Contact Centre

5,437

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What Are the Industry Standards for Call Centre Metrics?

33,226

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