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Articles about Metrics

Is 80/20 Still a Reasonable Service Level?

3,892

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What Is After-Call Work (ACW) and How Can It Be Improved?

33,767

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What Is an Acceptable Contact Centre Waiting Time?

14,103

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What Is the Difference Between Occupancy and Utilisation?

31,135

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Live Chat Metrics: Which Should You Be Monitoring?

6,474

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How to Get More From Your Customer Satisfaction (CSat) Scores

3,539

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How to Calculate Absenteeism

15,821

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How to Calculate Attrition Rate – The Formula

84,933

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How to Calculate Productivity in the Contact Centre

29,631

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

12,056

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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?

75,467

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Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

28,042

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How to Calculate Occupancy

125,666

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The Top 10 Most Important Call Centre Metrics

148,823

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8 Things to Remember When Changing Contact Centre Business Processes

2,254

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

4,518

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Contact Centre Metrics: Are You Measuring the Right Things?

3,208

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How to Measure Customer Emotion

6,803

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12 Top Tips for Intraday Management in the Contact Centre

10,161

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How Do I Calculate… Cost per Call?

17,136

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