The Leading Contact Centre Magazine

Articles about Metrics

How to Calculate Absenteeism

11,797

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How to Calculate Attrition Rate – The Formula

47,272

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How to Calculate Productivity in the Contact Centre

19,430

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How to Assess Quality on Email and Live Chat in the Contact Centre

7,988

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An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

What Are the Industry Standards for Call Centre Metrics?

47,415

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Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

21,412

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How to Calculate Occupancy

92,839

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The Top 10 Most Important Call Centre Metrics

139,267

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8 Things to Remember When Changing Contact Centre Business Processes

1,981

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

3,692

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Contact Centre Metrics: Are You Measuring the Right Things?

2,629

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How to Measure Customer Emotion

5,092

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12 Top Tips for Intraday Management in the Contact Centre

7,245

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How Do I Calculate… Cost per Call?

11,605

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How to Calculate a Customer Satisfaction Score (CSAT)

63,394

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How to Calculate… Net Promoter Score

6,711

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The Best KPIs to Use in Your Call Centre

221,223

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Most Contact Centres Do Not Measure Emotion in Their Metrics

460

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

457

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

1,984

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