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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How to Calculate Customer Churn Rate – the Formula
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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
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An Introduction to Contact Centre KPIs and KPAs
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How to Set Up a Service Level Agreement (SLA) for Your Contact Centre
Is 80/20 Still a Reasonable Service Level?
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
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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
 
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