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Articles - Metrics

Browse our range of content on key contact centre metrics to track success, improve performance, and enhance the customer experience.

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Top Tactics to Improve First Contact Resolution (FCR)

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Get Ahead of KPI Fluctuations in Your Contact Centre

The Top 10 Onboarding Metrics – Are You Using Them?

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Video Image: How to Calculate ‘Not Ready’ Rate

How to Calculate ‘Not Ready’ Rate

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The Top 5 Agent Performance Metrics

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What is Attrition Rate and How to Calculate It

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Call Centre Benchmarking 101

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Top 10 Customer Experience KPIs

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

What I've Learned Harshal Thorat cover

What I’ve Learned About Running a Call Centre – 5 Critical Factors

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Are Your Team Leaders Too Busy Chasing Metrics?

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

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What Is a Call Centre Scorecard?

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5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

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What Is a Balanced Scorecard?

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Metrics for Training Agents

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How to Safely Lower Average Handling Time

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The Best Metrics for Contact Centre Performance Tracking

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What Is Right First Time (RFT)?

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Don’t Blame the Contact Centre

Video Image: Beware of Watermelon Metrics

What Are Watermelon Metrics?

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

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Key Metrics to Include In the SOW