Articles - Metrics

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139

What Is a Call Centre Scorecard?

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134

5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

Balanced Scorecard BSC

51

What Is a Balanced Scorecard?

training metric

311

Metrics for Training Agents

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1,218

How to Safely Lower Average Handling Time

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1,910

The Best Metrics for Contact Centre Performance Tracking

RFT concept man holding a check icon with thumb up

410

What Is Right First Time (RFT)?

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1,646

Don’t Blame the Contact Centre

beware of Watermelon Metrics

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Beware of Watermelon Metrics

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1,979

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

measure the word success

238

Key Metrics to Include In the SOW

repeat

688

How Do You Measure Repeat Call Rate?

answering calls

553

Maximum Occupancy the Most Common Resource Planning Mistake

1,073

Maximum Occupancy – The Most Common Resource Planning Mistake

Phone and measuring tape fcr concept

1,022

18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

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1,972

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Important Contact Centre metrics

2,255

The Most Important Contact Centre Metrics

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

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Contact Centre Metrics: 2020 Survey Results

21,752

The Spring Clean: 85 Ways to Improve Your Contact Centre

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19,249

9 Important Team Leader KPIs

Magnifying Glass with Speech Bubble Icon

2,461

What Are the Best Call Evaluation Criteria?

7,899

What Is a Balanced Scorecard and How Do You Create One?

A graph comparing contact centre handling times to number of call backs

1,126

Is AHT in Conflict With FCR?

10 Experts Share Their Favourite Advice on... Call Centre Metrics

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Call Centre Metrics – 10 Experts Share Their Favourite Advice