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Articles - Metrics
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10 Ways YOU Can Save the Reputation of the Contact Centre
25 Ways to Improve Your Contact Centre
NetPromoter vs Customer Effort – Which is Best?
24 Ways to Improve Your Contact Centre Measurements
What is the best metric for your contact centre?
Recorded Webinar: The Best Metrics for your Contact Centre
12 Tips to Improve your Contact Centre Metrics
35 More Tips to Improve your Contact Centre Strategy
Is Customer Effort the Best Metric?
Recorded Webinar: Metrics that Matter
Designing a single contact centre metric to improve performance
Top Customer Service Strategies – No 9. Measure Your Performance
19 Predictions for the Future of the Contact Centre
Debunking the Customer Effort Score
Are You Displaying the Right Metrics on your Wallboards?
Twelve Call Centre Metrics You Can’t Live Without
How British Gas Are Using Metrics in Their Contact Centre
Top tips for using MI in the contact centre
Have Service-Level Stats Outlived their Sell-by Date?
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Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
Report: The Inner Circle Guide to Omnichannel Workforce Optimization
eBook: How to Foster Innovation in a Hybrid Contact Centre
Upcoming Events
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Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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