Articles - Metrics

Browse our range of content on key contact centre metrics to track success, improve performance, and enhance the customer experience.

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A picture of a note saying "Net Promoter Score"
What Is Net Promoter Score (NPS)?
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
A photo of a happy call centre agent
5 Important Call Centre Metrics to Improve Agent Performance
4 Key Objectives to Improve Productivity and Customer Experience
6 Key Metrics for Your Call Centre Dashboard
Call Centre Reporting Concept
A Guide to Call Centre Reports – with Examples
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What Is CSAT? – With a Meaning, Calculations and Great Tips
A picture of what FCR stands for
What Is First Contact Resolution? – With Formula and Expert 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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10 Metrics to Help You Measure the Customer Experience
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Which KPIs Do I Need for Contact Centre WFM?
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25 Ways to Improve Your Customer Satisfaction Surveys
What Are the Contact Centre Service Level Standards?
Why Is Measuring Customer Satisfaction So Important?
Benchmarking and market leader concept. Manager (businessman, coach, leadership) draw graph with three lines, one of them represent the best company in competition.
Contact Centre Benchmarking – How to Get More From Your Metrics
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The Best Way To Measure Call Centre Quality Assurance Metrics
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How to Calculate Customer Churn Rate – the Formula
An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
The Difference Between Measuring Repeat Contacts and First Contact Resolution
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5 Great Methods to Improve Your Customer Satisfaction Score
Woman using a calculator, making calculations and checking business statistics
How to Calculate Call Centre Agent Utilisation – the Formula
Wood letter of KPI abbreviation with hand writing definition
An Introduction to Contact Centre KPIs and KPAs
Service level agreement in large letters with a lady using technology next to it
How to Set Up a Service Level Agreement (SLA) for Your Contact Centre
 
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