Metrics | Call Centre Helper

Articles about Metrics

How to Calculate… Net Promoter Score

2,365

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Stop Blindly Obsessing Over Efficiency

1,693

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The Best KPIs to Use in Your Call Centre

173,141

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Most Contact Centres Do Not Measure Emotion in Their Metrics

377

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Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

128

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Do You Know the Best Way to Measure Call Centre Quality?

662

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How to Calculate First Contact Resolution

2,045

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What’s Next With… Contact Centre Metrics?

890

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9 Mistakes to Avoid… Contact Centre Reporting

2,107

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

966

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Managing Seasonal Intake – Your Questions Answered

379

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How to Calculate Customer Effort

3,297

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Less Than 20% of Contact Centres Calculate Customer Effort

245

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Average Speed of Answer

2,600

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572

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Anatomy of a Good Call – Measurement

660

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Double Check Your Metrics Aren’t Contradicting You

288

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50 Ideas to Transform Your Contact Centre

3,506

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26% of Contact Centres Report on Over Ten Metrics Every Month

255

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Top 10 Contact Centre Goals

8,517

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