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Articles about Metrics

How to Calculate… Net Promoter Score

9,165

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The Best KPIs to Use in Your Call Centre

228,683

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Most Contact Centres Do Not Measure Emotion in Their Metrics

950

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Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

950

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Do You Know the Best Way to Measure Call Centre Quality?

3,028

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How to Calculate First Contact Resolution

26,997

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What’s Next With… Contact Centre Metrics?

2,817

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9 Mistakes to Avoid… Contact Centre Reporting

4,499

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Key Performance Indicators (KPIs) Are Damaging Employee Engagement

7,547

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Managing Seasonal Intake – Your Questions Answered

1,464

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How to Calculate Customer Effort

15,548

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Less Than 20% of Contact Centres Calculate Customer Effort

796

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Average Speed of Answer

24,891

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Anatomy of a Good Call – Measurement

1,178

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Stop Blindly Obsessing Over Efficiency

3,648

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50 Ideas to Transform Your Contact Centre

10,349

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Top 10 Contact Centre Goals

35,455

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27 Ways to Get the Best Out of Your Metrics

10,426

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Average Handling Time (AHT) vs Customer Experience

6,099

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Why Queuing Isn’t Just About the Numbers

2,578

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