The Leading Contact Centre Magazine

Articles about Metrics

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

2,919

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Contact Centre Metrics: Are You Measuring the Right Things?

2,175

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How to Measure Customer Emotion

3,644

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12 Top Tips for Intraday Management in the Contact Centre

4,928

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How Do I Calculate… Cost per Call?

7,819

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How to Calculate a Customer Satisfaction Score (CSAT)

40,553

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How to Calculate… Net Promoter Score

4,873

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The Best KPIs to Use in Your Call Centre

212,910

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Most Contact Centres Do Not Measure Emotion in Their Metrics

140

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

149

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

1,526

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How to Calculate First Contact Resolution

12,336

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What’s Next With… Contact Centre Metrics?

1,357

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9 Mistakes to Avoid… Contact Centre Reporting

2,804

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

4,262

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Managing Seasonal Intake – Your Questions Answered

870

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How to Calculate Customer Effort

12,764

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Less Than 20% of Contact Centres Calculate Customer Effort

350

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Average Speed of Answer

12,742

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How to Calculate Customer Churn Rate

1,888

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