Articles - Metrics

Metrics are at the core of every well-run contact centre. This collection of expert insights, practical guides, and performance tools explains how to choose, track, and interpret the numbers that matter most. Learn about essential metrics such as service level, AHT, occupancy, and customer satisfaction, and discover how to balance efficiency with quality. You’ll also find tips for presenting data clearly, using dashboards, and helping teams understand what their metrics really mean for the customer experience.

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Are Your Team Leaders Too Busy Chasing Metrics?
How Do You Calculate ROI In Your Contact Centre? Poll Cover
Shocking Number Failing to Measure ROI in the Contact Centre
Video Image: Should You Remove Average Handling Time (AHT) as an Agent Target
Should You Remove AHT as an Agent Target?
Chalk loudspeaker and inscription scorecard on black chalkboard
What Is a Call Centre Scorecard?
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5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
Balanced Scorecard BSC
What Is a Balanced Scorecard?
Call center assistants illustration
Metrics for Training Agents
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How Do You Measure the Productivity of QA Auditors?
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How to Safely Lower Average Handling Time
Numbers on a coloured background
The Best Metrics for Contact Centre Performance Tracking
What I've Learned - Chris Merricks
What I’ve Learned From Working in a Contact Centre – Stats Don’t Motivate Everyone
RFT concept man holding a check icon with thumb up
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
Call and Contact Centre Questions: Key Metrics to Include In the SOW
Key Metrics to Include In the SOW
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How Do You Measure Repeat Call Rate?
Call and Contact Centre Questions: Call Centre Reporting Metrics Such As AHT
Call Centre Reporting Metrics Such As AHT
answering calls
Calls Per Hour
Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Know Your Stats
Phone and measuring tape fcr concept
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
 
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