The Leading Contact Centre Magazine




  • Home
  • Webinars
    • Upcoming Webinars
    • Recorded Webinars
    • Events Calendar
  • Forum
    • Answers
    • Industry Insights
  • Tips
    • Jonty's Tips
    • Hints & tips
    • Life
      • Humour
      • Games
      • Jargon
  • Strategy
    • Polls
  • Management
    • Life
    • Tips
    • Skills
    • Motivation
    • Customer Experience
    • Empathy
  • Technology
    • White Papers
    • Directory
    • Guides
    • Definitions
    • Outbound Dialing
    • Call Recording
    • WFM
    • IVR
    • Jargon
    • Erlang Calculator
  • Tools
    • Skills
    • Erlang Calculator
    • Online Forecasting
    • Multi-Channel Calculator
  • Erlang
    • Online Calculator
    • Excel Calculator
    • Erlang Formula
    • What is an Erlang?
    • Erlang Calculation
  • News
    • Call Centre News
    • Industry Insights
    • Events
    • Jobs
    • Free Newsletter
  • White Papers
  • Events
    • Event Calendar
    • Webinars
    • Recorded Webinars
    • Conferences
    • Training
  • Advertise
    • Advertise
    • Media Pack
    • Directory
    • About Us
    • Newsletter

Articles about Metrics

Next
5 Great Methods to Improve Your Customer Satisfaction Score
797
Read more...
How to Calculate Utilisation
2,230
Read more...
An Introduction to Contact Centre KPIs and KPAs
1,214
Read more...
Is 80/20 Still a Reasonable Service Level?
1,881
Read more...
What Is After-Call Work (ACW) and How Can It Be Improved?
16,818
Read more...
The Top Stories of 2018
831
Read more...
What Is an Acceptable Contact Centre Waiting Time?
2,879
Read more...
What Is the Difference Between Occupancy and Utilisation?
4,485
Read more...
Which Metrics Are Best for Monitoring Live Chat?
2,669
Read more...
How to Get More From Your Customer Satisfaction (CSat) Scores
2,030
Read more...
How to Calculate Absenteeism
5,386
Read more...
How to Calculate Attrition Rate – the Formula
17,163
Read more...
How to Calculate Productivity in the Contact Centre
8,737
Read more...
How to Assess Quality on Email and Live Chat in the Contact Centre
3,708
Read more...
What Are the Industry Standards for Call Centre Metrics?
23,246
Read more...
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
11,716
Read more...
How to Calculate Occupancy
51,871
Read more...
The Top 10 Most Important Call Centre Metrics
124,429
Read more...
8 Things to Remember When Changing Contact Centre Business Processes
1,795
Read more...
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
2,796
Read more...
 
Next
Aspect blooming experience ads
Hot Tools
Online
Erlang Calculator
Download
Erlang C Calculator Excel Including Shrinkage
Download
Free Call Monitoring and Coaching Form
Download
Monthly Forecasting Excel Spreadsheet Template
Online
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Upcoming Webinars
Webinar
Webinar: Masterclass on Analytics
Register Now
Webinar
Webinar: How Real-Time Coaching Improves Agent Effectiveness
Register Now
Latest From the Forum
Forum
Darcy Lindner | 21 hours ago
Contact Center/Customer Service Awards
Forum
Jonty Pearce | 2 days ago
Screen capture software
Forum
Jonty Pearce | 2 days ago
Removing AHT Completely
Forum
Jonty Pearce | 3 days ago
Capital Index Asking For 3rd Party information
Directory
eGain - Logo
Budd - Logo
injixo Limited - Logo
Sabio Group - Logo
View our full directory
Popular Pages
Top 25 Positive Words, Phrases and Empathy Statements
The Top 25 Words to Use on Your CV
18 Empathy Statements That Help Improve Customer-Agent Rapport
The Right Words and Phrases to Say to an Angry Customer
Erlang C Calculator Excel – Including Shrinkage

Ask a Question
& Find an Answer

Get answers from the Call Centre Helper community on your most difficult challenges

Ask Your Question
Editors Pick
How to Calculate Utilisation
5 Contact Centre Improvement Strategies
How to Write a Customer Apology Letter – With an Example
Top 10 Contact Centre Software and Technology 2019
Nuance Fraud prevention 1 advert
Latest Resources
White Paper: 6 Ways Customer Engagement Analytics Can Go Beyond The Survey
Whitepaper: 6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
ContactOne PCI general ads
Latest Insights
4 Reasons Customer Experience is Essential to Your Company’s Success
The Shape of the Contact Centre Industry In 2020 and Beyond
8x8 happy customers Ad
Upcoming Events
Apr
24
DISRUPT CX 2019
Read More
Apr
25
CX Migration Secrets Revealed – webinar
Read More
Enghouse webinar replay ads
Latest News
Movers and Shakers
NICE inContact Add New AI Capabilities to CXone
NICE Gartner MQ 19 ad
Latest Resources
White Paper: 6 Ways Customer Engagement Analytics Can Go Beyond The Survey
Whitepaper: 6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
Odigo general ad
Latest News
Movers and Shakers
NICE inContact Add New AI Capabilities to CXone
 
Main Site Links
  • Tips
  • News
  • Forum
  • Directory
  • Erlang Calculator
Newsletter
Get all the latest news straight to your inbox

Click here to sign up to our newsletter.
Latest Resources
  • White Paper: 6 Ways Customer Engagement Analytics Can Go Beyond The Survey
  • Whitepaper: 6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
© Call Centre Helper 2019 | Terms | Cookies | Privacy | Contact | Advertise
Back to top