Articles about Metrics

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Wood letter of KPI abbreviation with hand writing definition
An Introduction to Contact Centre KPIs and KPAs
7,226
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Is 80/20 Still a Reasonable Service Level?
5,282
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What Is After-Call Work (ACW) and How Can It Be Improved?
44,850
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What Is an Acceptable Contact Centre Waiting Time?
22,108
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What Is the Difference Between Occupancy and Utilisation?
54,343
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Live Chat Metrics: Which Should You Be Monitoring?
8,571
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How to Get More From Your Customer Satisfaction (CSat) Scores
5,145
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How to Calculate Absenteeism
21,584
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How to Calculate Attrition Rate – The Formula
130,821
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How to Calculate Productivity in the Contact Centre
38,180
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How to Assess Quality on Email and Live Chat in the Contact Centre
17,258
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What Are the Industry Standards for Call Centre Metrics?
112,634
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Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
37,655
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How to Calculate Occupancy
175,191
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The Top 10 Most Important Call Centre Metrics
158,406
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8 Things to Remember When Changing Contact Centre Business Processes
2,653
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
5,252
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Contact Centre Metrics: Are You Measuring the Right Things?
4,093
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How to Measure Customer Emotion
9,010
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12 Top Tips for Intraday Management in the Contact Centre
11,474
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How Do I Calculate… Cost per Call?
22,762
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How to Calculate… Net Promoter Score
10,667
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The Best KPIs to Use in Your Call Centre
232,616
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Most Contact Centres Do Not Measure Emotion in Their Metrics
1,012
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