Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Business Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Metrics
Previous
Next
RECENT
POPULAR
How to Safely Lower Average Handling Time
The Difference Between Measuring Repeat Contacts and First Contact Resolution
Top 17 Contact Centre Metrics to Monitor in 2024
An Introduction to Contact Centre KPIs and KPAs
50 Expert Tips to Improve Contact Centre WFM
What Is After Call Work (ACW) and How Can It Be Improved?
What Are the Best Call Evaluation Criteria?
The Best KPIs to Use in Your Call Centre
Top 10 Customer Experience KPIs
Key Performance Indicators (KPIs) Are Damaging Employee Engagement
How Do You Measure Repeat Call Rate?
Live Chat Metrics: Which Should You Be Monitoring?
Demystifying SLA in Call Centres: A Comprehensive Guide
Is 80/20 Still a Reasonable Service Level?
The Top 5 Agent Performance Metrics
How to Create a Call Centre Forecast Accuracy Metric That Works
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
12 Top Tips for Intraday Management in the Contact Centre
How to Calculate ‘Not Ready’ Rate
The Most Important Contact Centre Metrics
Anatomy of a Good Call – Measurement
The Spring Clean: 85 Ways to Improve Your Contact Centre
9 Mistakes to Avoid… Contact Centre Reporting
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
Previous
Next
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?