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Articles about Metrics

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What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices

1,304

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50 MORE Expert Tips to Improve Contact Centre WFM

1,825

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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?

374

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50 Expert Tips to Improve Contact Centre WFM

3,095

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10 Metrics to Help You Measure the Customer Experience

2,311

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Which KPIs Do I Need for Contact Centre WFM?

2,316

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What Are the Contact Centre Service Level Standards?

5,516

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Why Is Measuring Customer Satisfaction So Important?

1,382

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Contact Centre Benchmarking – How to Get More From Your Metrics

1,224

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How to Calculate Customer Churn Rate – the Formula

6,926

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The Difference Between Measuring Repeat Contacts and First Contact Resolution

1,301

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5 Great Methods to Improve Your Customer Satisfaction Score

3,346

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How to Calculate Utilisation

5,430

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An Introduction to Contact Centre KPIs and KPAs

2,938

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Is 80/20 Still a Reasonable Service Level?

2,904

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

24,692

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What Is an Acceptable Contact Centre Waiting Time?

9,476

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What Is the Difference Between Occupancy and Utilisation?

19,605

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The Best Metrics for Live Chat?

4,601

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

2,922

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