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Articles about Metrics

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A picture of a note saying "Net Promoter Score"
What Is Net Promoter Score (NPS)?
676
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How to Calculate a Customer Satisfaction Score (CSAT)
100,172
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A photo of a happy call centre agent
5 Important Call Centre Metrics to Improve Agent Performance
4,217
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4 Customer Service Objectives That Will Improve Productivity and Customer Experience
3,833
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A picture of someone putting a magnifying glass over a report
A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips
5,460
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A picture of the word "csat" above some happy people
What Is CSAT? – With a Meaning, Calculations and Great Tips
2,780
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A picture of what FCR stands for
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
5,842
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A picture of a hand moving blocks with people on them
50 MORE Expert Tips to Improve Contact Centre WFM
2,579
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Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
479
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A picture of chess pawns on arrows
50 Expert Tips to Improve Contact Centre WFM
4,295
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A photo of children reaching to measure
10 Metrics to Help You Measure the Customer Experience
3,714
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A red paper plane is surrounded by yellow paper planes
Which KPIs Do I Need for Contact Centre WFM?
5,249
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What Are the Contact Centre Service Level Standards?
12,383
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Why Is Measuring Customer Satisfaction So Important?
1,935
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Contact Centre Benchmarking – How to Get More From Your Metrics
2,078
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How to Calculate Customer Churn Rate – the Formula
9,321
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An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
The Difference Between Measuring Repeat Contacts and First Contact Resolution
2,266
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A man holds a smiley face cut out
5 Great Methods to Improve Your Customer Satisfaction Score
4,712
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Woman using a calculator, making calculations and checking business statistics
How to Calculate Utilisation
9,450
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Wood letter of KPI abbreviation with hand writing definition
An Introduction to Contact Centre KPIs and KPAs
4,977
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