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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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How Do You Measure Repeat Call Rate?

Call Centre Reporting Metrics Such As AHT

answering calls

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

Video: Maximum Occupancy – The Most Common Resource Planning Mistake

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

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

Stopwatch and measuring tape

Measuring KPIs to Improve Call Center Quality Assurance

Team Leader KPIs with wooden people and hand holding magnifying glass

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

A graph comparing contact centre handling times to number of call backs

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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What Is Net Promoter Score (NPS)?

Customer Satisfaction Score CSAT

What is a Customer Satisfaction Score (and How to Calculate CSAT)

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5 Important Call Centre Metrics to Improve Agent Performance

4 Key Objectives to Improve Productivity and Customer Experience

6 Key Metrics for Your Call Centre Dashboard

Call Centre Reporting Concept

A Guide to Call Centre Reports – with Examples