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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.

Agent data concept with illustration of graphs and employees looking at stats

Have Wallboards Had Their Day?

Person throwing arrow at target - getting it right first time concept

Top Tactics to Improve First Contact Resolution (FCR)

A data chart with fluctuating lines and percentages

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

Video Image: Improve Your Net Promoter Score (NPS)

How to Improve Your Net Promoter Score (NPS)

Call center operator in wireless headset with microphone using computer

The Top 5 Agent Performance Metrics

Video Image: Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

Video Image: Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

Benchmarking word cloud concept with abstract background

Call Centre Benchmarking 101

Video Image: Agent Performance Tracking and the Best Metrics

How to Choose the Right Metrics to Track Agent Performance

KPI and graphs on digital background with the words top cx kpis

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

Two people with nets catching butterflies with numbers

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

Video Image: Should You Remove Average Handling Time (AHT) as an Agent Target

Should You Remove AHT as an Agent Target?

Chalk loudspeaker and inscription scorecard on black chalkboard

What Is a Call Centre Scorecard?

Five question marks on colorful stickers notes on the desktop

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

Balanced Scorecard BSC

What Is a Balanced Scorecard?

Call center assistants illustration

Metrics for Training Agents

Safely lower concept with bungee jumper

How to Safely Lower Average Handling Time

Enghouse Opus Whitepaper Box

Editor's Pick

Thumbnail 7 Things Creative Team Leaders Do Better Than the Rest

7 Things Creative Team Leaders Do Better Than the Rest

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

Thumbnail What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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