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Articles - Metrics

Browse our range of content on key contact centre metrics to track success, improve performance, and enhance the customer experience.

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The Best Metrics for Contact Centre Performance Tracking

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What Is Right First Time (RFT)?

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Don’t Blame the Contact Centre

Video Image: Beware of Watermelon Metrics

What Are Watermelon Metrics?

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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

measure the word success

Key Metrics to Include In the SOW

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How Do You Measure Repeat Call Rate?

Call Centre Reporting Metrics Such As AHT

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Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake

Maximum Occupancy – The Most Common Resource Planning Mistake

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18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

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Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Important Contact Centre metrics

The Most Important Contact Centre Metrics

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Contact Centre Metrics: 2020 Survey Results

The Spring Clean: 85 Ways to Improve Your Contact Centre

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Measuring KPIs to Improve Call Center Quality Assurance

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9 Important Team Leader KPIs

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What Are the Best Call Evaluation Criteria?

How to Create a Customer Balanced Scorecard – with Template and Examples

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Is AHT in Conflict With FCR?

Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice

10 Expert Tips for Call Centre Metrics

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How to Use Inbound Call Centre Metrics to Drive Performance

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

10 Ways to Reduce AHT in the Contact Centre

How to Measure Sentiment in the Contact Centre

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Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Call Centre Helper is an Award Winning Magazine for Contact Centers, Customer Service, BPO and CX.
Hot Topics : CX - CCaaS - AI - Analytics - WFM

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