Articles - Metrics

How to Calculate Attrition Rate Featured Image

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

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

145,399

What Are the Industry Standards for Call Centre Metrics?

42,535

Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

How to calculate occupancy featured image

200,073

How to Calculate Occupancy

A laptop with graphs on one side and money on the left

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