Articles - Metrics

beware of Watermelon Metrics

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Beware of Watermelon Metrics

A set of red stairs leading upward

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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

measure the word success

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Key Metrics to Include In the SOW

repeat

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How Do You Measure Repeat Call Rate?

answering calls

115

Maximum Occupancy the Most Common Resource Planning Mistake

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Maximum Occupancy – The Most Common Resource Planning Mistake

Phone and measuring tape fcr concept

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18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

Versus screen. Fight backgrounds against each other, Yellow vs red.

1,596

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Important Contact Centre metrics

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The Most Important Contact Centre Metrics

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

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Contact Centre Metrics: 2020 Survey Results

21,054

The Spring Clean: 85 Ways to Improve Your Contact Centre

Wooden figures of people under black magnifying glass on yellow background

8,365

9 Important Team Leader KPIs

Magnifying Glass with Speech Bubble Icon

1,687

What Are the Best Call Evaluation Criteria?

5,817

What Is a Balanced Scorecard and How Do You Create One?

A graph comparing contact centre handling times to number of call backs

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Is AHT in Conflict With FCR?

10 Experts Share Their Favourite Advice on... Call Centre Metrics

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Call Centre Metrics – 10 Experts Share Their Favourite Advice

A photo of a business person racing on a cart

2,749

How to Use Inbound Call Centre Metrics to Drive Performance

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

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10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

A picture of a note saying "Net Promoter Score"

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What Is Net Promoter Score (NPS)?

139,893

How to Calculate a Customer Satisfaction Score (CSAT)

A photo of a happy call centre agent

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5 Important Call Centre Metrics to Improve Agent Performance

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4 Key Objectives to Improve Productivity and Customer Experience

Call Centre Reporting Concept

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A Guide to Call Centre Reporting – with Examples

A picture of the word "csat" above some happy people

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What Is CSAT? – With a Meaning, Calculations and Great Tips