Articles - Metrics

A photo of a happy call centre agent

5,919

5 Important Call Centre Metrics to Improve Agent Performance

7,825

4 Key Objectives to Improve Productivity and Customer Experience

Call Centre Reporting Concept

29,460

A Guide to Call Centre Reporting – with Examples

A picture of the word "csat" above some happy people

6,165

What Is CSAT? – With a Meaning, Calculations and Great Tips

A picture of what FCR stands for

20,682

What Is First Contact Resolution? – With Formula and Expert Best Practices

A picture of a hand moving blocks with people on them

5,085

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?'

902

Podcast: Is It Time to Rethink Your Call Centre Metrics?

A picture of chess pawns on arrows

7,188

50 Expert Tips to Improve Contact Centre WFM

A photo of children reaching to measure

6,073

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

11,873

Which KPIs Do I Need for Contact Centre WFM?

27,950

What Are the Contact Centre Service Level Standards?

2,734

Why Is Measuring Customer Satisfaction So Important?

4,395

Contact Centre Benchmarking – How to Get More From Your Metrics

12,649

How to Calculate Customer Churn Rate – the Formula

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

5,584

The Difference Between Measuring Repeat Contacts and First Contact Resolution

A man holds a smiley face cut out

7,467

5 Great Methods to Improve Your Customer Satisfaction Score

Woman using a calculator, making calculations and checking business statistics

21,476

How to Calculate Utilisation

Wood letter of KPI abbreviation with hand writing definition

11,472

An Introduction to Contact Centre KPIs and KPAs

6,708

Is 80/20 Still a Reasonable Service Level?

53,891

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

31,644

What Is an Acceptable Call Centre Waiting Time?

76,523

What Is the Difference Between Occupancy and Utilisation?

9,880

Live Chat Metrics: Which Should You Be Monitoring?

6,407

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