Articles about Metrics

Is 80/20 Still a Reasonable Service Level?

1,632

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

15,519

The Top Stories of 2018

757

What Is an Acceptable Contact Centre Waiting Time?

1,891

What Is the Difference Between Occupancy and Utilisation?

2,416

Which Metrics Are Best for Monitoring Live Chat?

2,284

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

1,786

How to Calculate Absenteeism

3,976

How to Calculate Attrition Rate – the Formula

13,454

How to Calculate Productivity in the Contact Centre

6,685