Articles - Metrics

A photo of a business person racing on a cart

3,767

How to Use Inbound Call Centre Metrics to Drive Performance

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

177

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

A picture of a note saying "Net Promoter Score"

2,685

What Is Net Promoter Score (NPS)?

158,465

How to Calculate a Customer Satisfaction Score (CSAT)

A photo of a happy call centre agent

6,411

5 Important Call Centre Metrics to Improve Agent Performance

8,593

4 Key Objectives to Improve Productivity and Customer Experience

Call Centre Reporting Concept

36,219

A Guide to Call Centre Reporting – with Examples

A picture of the word "csat" above some happy people

6,838

What Is CSAT? – With a Meaning, Calculations and Great Tips

A picture of what FCR stands for

23,769

What Is First Contact Resolution? – With Formula and Expert Best Practices

A picture of a hand moving blocks with people on them

5,447

50 MORE Expert Tips to Improve Contact Centre WFM

Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'

1,022

Podcast: Is It Time to Rethink Your Call Centre Metrics?

A picture of chess pawns on arrows

7,777

50 Expert Tips to Improve Contact Centre WFM

A photo of children reaching to measure

6,594

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

13,137

Which KPIs Do I Need for Contact Centre WFM?

31,423

What Are the Contact Centre Service Level Standards?

2,871

Why Is Measuring Customer Satisfaction So Important?

5,038

Contact Centre Benchmarking – How to Get More From Your Metrics

13,029

How to Calculate Customer Churn Rate – the Formula

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

6,426

The Difference Between Measuring Repeat Contacts and First Contact Resolution

A man holds a smiley face cut out

8,013

5 Great Methods to Improve Your Customer Satisfaction Score

Woman using a calculator, making calculations and checking business statistics

24,479

How to Calculate Utilisation

Wood letter of KPI abbreviation with hand writing definition

13,258

An Introduction to Contact Centre KPIs and KPAs

7,264

Is 80/20 Still a Reasonable Service Level?

57,387

What Is After Call Work (ACW) and How Can It Be Improved?