Articles - Metrics

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3,346
What Are the Best Call Evaluation Criteria?
10,319
What Is a Balanced Scorecard and How Do You Create One?
A graph comparing contact centre handling times to number of call backs
1,391
Is AHT in Conflict With FCR?
10 Experts Share Their Favourite Advice on... Call Centre Metrics
2,562
Call Centre Metrics – 10 Experts Share Their Favourite Advice
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4,069
How to Use Inbound Call Centre Metrics to Drive Performance
10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
196
10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
A picture of a note saying "Net Promoter Score"
3,167
What Is Net Promoter Score (NPS)?
167,420
How to Calculate a Customer Satisfaction Score (CSAT)
A photo of a happy call centre agent
6,762
5 Important Call Centre Metrics to Improve Agent Performance
9,157
4 Key Objectives to Improve Productivity and Customer Experience
Call Centre Reporting Concept
43,297
A Guide to Call Centre Reporting – with Examples
A picture of the word "csat" above some happy people
7,489
What Is CSAT? – With a Meaning, Calculations and Great Tips
A picture of what FCR stands for
26,615
What Is First Contact Resolution? – With Formula and Expert Best Practices
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5,829
50 MORE Expert Tips to Improve Contact Centre WFM
Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
1,138
Podcast: Is It Time to Rethink Your Call Centre Metrics?
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8,339
50 Expert Tips to Improve Contact Centre WFM
A photo of children reaching to measure
7,085
10 Metrics to Help You Measure the Customer Experience
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14,367
Which KPIs Do I Need for Contact Centre WFM?
35,106
What Are the Contact Centre Service Level Standards?
2,990
Why Is Measuring Customer Satisfaction So Important?
5,486
Contact Centre Benchmarking – How to Get More From Your Metrics
13,404
How to Calculate Customer Churn Rate – the Formula
An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
7,148
The Difference Between Measuring Repeat Contacts and First Contact Resolution
A man holds a smiley face cut out
8,326
5 Great Methods to Improve Your Customer Satisfaction Score
 
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