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Articles - Metrics
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173,471
How to Calculate Attrition Rate – The Formula
44,250
How to Calculate Productivity in the Contact Centre
21,442
How to Assess Quality on Email and Live Chat in the Contact Centre
145,399
What Are the Industry Standards for Call Centre Metrics?
42,535
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
200,073
How to Calculate Occupancy
165,063
The Top 10 Most Important Call Centre Metrics
2,932
8 Things to Remember When Changing Contact Centre Business Processes
5,725
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
5,146
Contact Centre Metrics: Are You Measuring the Right Things?
10,160
How to Measure Customer Emotion
12,610
12 Top Tips for Intraday Management in the Contact Centre
25,787
How Do I Calculate… Cost per Call?
12,063
How to Calculate… Net Promoter Score
235,412
The Best KPIs to Use in Your Call Centre
1,159
Most Contact Centres Do Not Measure Emotion in Their Metrics
1,090
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
4,132
Do You Know the Best Way to Measure Call Centre Quality?
38,506
How to Calculate First Contact Resolution
3,520
What’s Next With… Contact Centre Metrics?
5,310
9 Mistakes to Avoid… Contact Centre Reporting
9,578
Key Performance Indicators (KPIs) Are Damaging Employee Engagement
2,044
Managing Seasonal Intake – Your Questions Answered
18,325
How to Calculate Customer Effort
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