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Articles - Metrics
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1,781
Beware of Watermelon Metrics
1,992
6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
75
Key Metrics to Include In the SOW
116
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Calls Per Hour
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Maximum Occupancy – The Most Common Resource Planning Mistake
914
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1,596
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
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The Most Important Contact Centre Metrics
128
Contact Centre Metrics: 2020 Survey Results
21,054
The Spring Clean: 85 Ways to Improve Your Contact Centre
8,365
9 Important Team Leader KPIs
1,687
What Are the Best Call Evaluation Criteria?
5,817
What Is a Balanced Scorecard and How Do You Create One?
968
Is AHT in Conflict With FCR?
2,409
Call Centre Metrics – 10 Experts Share Their Favourite Advice
2,749
How to Use Inbound Call Centre Metrics to Drive Performance
163
10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
1,621
What Is Net Promoter Score (NPS)?
139,893
How to Calculate a Customer Satisfaction Score (CSAT)
5,338
5 Important Call Centre Metrics to Improve Agent Performance
7,161
4 Key Objectives to Improve Productivity and Customer Experience
22,862
A Guide to Call Centre Reporting – with Examples
5,163
What Is CSAT? – With a Meaning, Calculations and Great Tips
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