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Articles about Metrics

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Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
16,735
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How to Calculate Occupancy
72,669
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The Top 10 Most Important Call Centre Metrics
131,685
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8 Things to Remember When Changing Contact Centre Business Processes
1,863
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
3,227
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Contact Centre Metrics: Are You Measuring the Right Things?
2,360
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How to Measure Customer Emotion
4,014
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12 Top Tips for Intraday Management in the Contact Centre
5,300
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How Do I Calculate… Cost per Call?
8,919
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How to Calculate a Customer Satisfaction Score (CSAT)
50,189
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How to Calculate… Net Promoter Score
5,731
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The Best KPIs to Use in Your Call Centre
216,046
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Most Contact Centres Do Not Measure Emotion in Their Metrics
164
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Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
164
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Do You Know the Best Way to Measure Call Centre Quality?
1,735
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How to Calculate First Contact Resolution
15,052
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What’s Next With… Contact Centre Metrics?
1,482
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9 Mistakes to Avoid… Contact Centre Reporting
3,036
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Key Performance Indicators (KPIs) Are Damaging Employee Engagement
4,855
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Managing Seasonal Intake – Your Questions Answered
952
Read more...
 
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