Articles - Metrics

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Top Call Centre Efficiency Metrics And How To Improve Them

How to Calculate Attrition Rate Featured Image

How to Calculate Attrition Rate – The Formula

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Call Centre Benchmarking 101

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The Right Customer Service Metrics for Success

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The Top 10 Customer Experience (CX) KPIs for 2023

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

What Metrics Are Important to Contact Centres?

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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

beware of Watermelon Metrics

Beware of 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

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How Do You Measure Repeat Call Rate?

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Maximum Occupancy the Most Common Resource Planning Mistake

Maximum Occupancy – The Most Common Resource Planning Mistake

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