Articles - Metrics

Call Centre Reporting Concept

23,993

A Guide to Call Centre Reporting – with Examples

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

5,398

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

A picture of what FCR stands for

17,662

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

A picture of a hand moving blocks with people on them

4,429

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?'

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

A picture of chess pawns on arrows

6,503

50 Expert Tips to Improve Contact Centre WFM

A photo of children reaching to measure

5,607

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

10,634

Which KPIs Do I Need for Contact Centre WFM?

24,796

What Are the Contact Centre Service Level Standards?

2,579

Why Is Measuring Customer Satisfaction So Important?

3,806

Contact Centre Benchmarking – How to Get More From Your Metrics

12,199

How to Calculate Customer Churn Rate – the Formula

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

4,682

The Difference Between Measuring Repeat Contacts and First Contact Resolution

A man holds a smiley face cut out

6,930

5 Great Methods to Improve Your Customer Satisfaction Score

Woman using a calculator, making calculations and checking business statistics

17,545

How to Calculate Utilisation

Wood letter of KPI abbreviation with hand writing definition

9,724

An Introduction to Contact Centre KPIs and KPAs

6,222

Is 80/20 Still a Reasonable Service Level?

50,764

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

28,444

What Is an Acceptable Call Centre Waiting Time?

70,145

What Is the Difference Between Occupancy and Utilisation?

9,533

Live Chat Metrics: Which Should You Be Monitoring?

5,939

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

26,547

How to Calculate Absenteeism – including the Formula

How to Calculate Attrition Rate Featured Image

163,229

How to Calculate Attrition Rate – The Formula