Articles - Metrics

Metrics are at the core of every well-run contact centre. This collection of expert insights, practical guides, and performance tools explains how to choose, track, and interpret the numbers that matter most. Learn about essential metrics such as service level, AHT, occupancy, and customer satisfaction, and discover how to balance efficiency with quality. You’ll also find tips for presenting data clearly, using dashboards, and helping teams understand what their metrics really mean for the customer experience.

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2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
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Measuring KPIs to Improve Call Centre Quality Assurance
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9 Important Team Leader KPIs
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What Are the Best Call Evaluation Criteria?
How to Create a Customer Balanced Scorecard – with Template and Examples
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Is AHT in Conflict With FCR?
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10 Expert Tips for Call Centre Metrics
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How to Use Inbound Call Centre Metrics to Drive Performance
Video Image: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
10 Ways to Reduce AHT in the Contact Centre
How to Measure Sentiment in the Contact Centre
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Customer Data Analysis – How to Analyse Data in 7 Steps
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What Is Net Promoter Score (NPS)?
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
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5 Important Call Centre Metrics to Improve Agent Performance
4 Key Objectives to Improve Productivity and Customer Experience
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An Introduction to Customer Data Analysis
6 Key Metrics for Your Call Centre Dashboard
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A Guide to Call Centre Reports – with Examples
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What Is CSAT? – With a Meaning, Calculations and Great Tips
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First Contact Resolution? – Definition, Formula and Best Practices
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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?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
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50 Expert Tips to Improve Contact Centre WFM
 
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