The Leading Contact Centre Magazine

Articles about Metrics

A photo of children reaching to measure

10 Metrics to Help You Measure the Customer Experience

1,282

Read more...

Which KPIs Do I Need for Contact Centre WFM?

1,208

Read more...

What Are the Contact Centre Service Level Standards?

2,808

Read more...

Why Is Measuring Customer Satisfaction So Important?

1,136

Read more...

Contact Centre Benchmarking – How to Get More From Your Metrics

889

Read more...

How to Calculate Customer Churn Rate – the Formula

5,411

Read more...

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

The Difference Between Measuring Repeat Contacts and First Contact Resolution

917

Read more...

A man holds a smiley face cut out

5 Great Methods to Improve Your Customer Satisfaction Score

2,647

Read more...

Woman using a calculator, making calculations and checking business statistics

How to Calculate Utilisation

3,784

Read more...

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

2,068

Read more...

Is 80/20 Still a Reasonable Service Level?

2,430

Read more...

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

20,784

Read more...

What Is an Acceptable Contact Centre Waiting Time?

6,497

Read more...

What Is the Difference Between Occupancy and Utilisation?

12,441

Read more...

Which Metrics Are Best for Monitoring Live Chat?

3,736

Read more...

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

2,564

Read more...

How to Calculate Absenteeism

8,883

Read more...

How to Calculate Attrition Rate – The Formula

30,041

Read more...

How to Calculate Productivity in the Contact Centre

14,821

Read more...

How to Assess Quality on Email and Live Chat in the Contact Centre

6,176

Read more...