Articles about Metrics

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4 Customer Service Objectives That Will Improve Productivity and Customer Experience
1,562
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A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips
1,229
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What Is CSAT? – With a Meaning, Calculations and Great Tips
1,495
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What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
2,041
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50 MORE Expert Tips to Improve Contact Centre WFM
2,051
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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?
386
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50 Expert Tips to Improve Contact Centre WFM
3,489
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10 Metrics to Help You Measure the Customer Experience
2,589
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Which KPIs Do I Need for Contact Centre WFM?
3,023
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What Are the Contact Centre Service Level Standards?
6,999
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Why Is Measuring Customer Satisfaction So Important?
1,509
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Contact Centre Benchmarking – How to Get More From Your Metrics
1,449
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How to Calculate Customer Churn Rate – the Formula
7,618
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The Difference Between Measuring Repeat Contacts and First Contact Resolution
1,529
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5 Great Methods to Improve Your Customer Satisfaction Score
3,784
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How to Calculate Utilisation
6,384
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An Introduction to Contact Centre KPIs and KPAs
3,423
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Is 80/20 Still a Reasonable Service Level?
3,162
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What Is After-Call Work (ACW) and How Can It Be Improved?
27,713
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What Is an Acceptable Contact Centre Waiting Time?
10,970
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