Metrics | Call Centre Helper

Articles about Metrics

How to Calculate Customer Satisfaction (CSat)

2,350

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How to Calculate… Net Promoter Score

1,802

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The Best KPIs to Use in Your Call Centre

176,736

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Most Contact Centres Do Not Measure Emotion in Their Metrics

96

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

115

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

709

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How to Calculate First Contact Resolution

2,403

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What’s Next With… Contact Centre Metrics?

915

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9 Mistakes to Avoid… Contact Centre Reporting

2,058

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

1,152

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Managing Seasonal Intake – Your Questions Answered

423

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How to Calculate Customer Effort

3,776

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Less Than 20% of Contact Centres Calculate Customer Effort

250

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Average Speed of Answer

3,319

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594

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Anatomy of a Good Call – Measurement

671

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Stop Blindly Obsessing Over Efficiency

1,285

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Double Check Your Metrics Aren’t Contradicting You

238

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50 Ideas to Transform Your Contact Centre

3,574

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

246

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