Articles - Metrics

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2,354

The Best Metrics for Contact Centre Performance Tracking

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188

What Is Right First Time (RFT)?

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1,614

Don’t Blame the Contact Centre

beware of Watermelon Metrics

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Beware of Watermelon Metrics

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

measure the word success

153

Key Metrics to Include In the SOW

repeat

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How Do You Measure Repeat Call Rate?

answering calls

340

Maximum Occupancy the Most Common Resource Planning Mistake

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Maximum Occupancy – The Most Common Resource Planning Mistake

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

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1,730

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

21,367

The Spring Clean: 85 Ways to Improve Your Contact Centre

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13,525

9 Important Team Leader KPIs

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2,041

What Are the Best Call Evaluation Criteria?

6,763

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

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

1,042

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

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3,017

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

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2,014

What Is Net Promoter Score (NPS)?

146,053

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