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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What Is After Call Work (ACW) and How Can It Be Improved?
What Is an Acceptable Call Centre Waiting Time?
What Is the Difference Between Occupancy and Utilisation?
Live Chat Metrics: Which Should You Be Monitoring?
How to Get More From Your Customer Satisfaction (CSat) Scores
How to Calculate Absenteeism – with Formula
How to Calculate Productivity in the Contact Centre
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
What Are the Industry Standards for Call Centre Metrics?
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
Person using a calculator with the words calculate contact centre occupancy
How to Calculate Occupancy in the Contact Centre
A laptop with graphs on one side and money on the left
The Top 10 Most Important Call Centre Metrics
8 Things to Remember When Changing Contact Centre Business Processes
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
Contact Centre Metrics: Are You Measuring the Right Things?
How to Measure Customer Emotion
12 Top Tips for Intraday Management in the Contact Centre
How Do I Calculate… Cost per Call?
How to Calculate… Net Promoter Score
The Best KPIs to Use in Your Call Centre
Most Contact Centres Do Not Measure Emotion in Their Metrics
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
Do You Know the Best Way to Measure Call Centre Quality?
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
 
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