Articles - Metrics

Metrics are at the core of every well-run contact centre. This collection of expert insights, practical guides, and performance tools explains how to choose, track, and interpret the numbers that matter most. Learn about essential metrics such as service level, AHT, occupancy, and customer satisfaction, and discover how to balance efficiency with quality. You’ll also find tips for presenting data clearly, using dashboards, and helping teams understand what their metrics really mean for the customer experience.

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Contact Centre Metrics: Are You Measuring the Right Things?
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How to Improve Your Net Promoter Score (NPS)
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25 Ways to Improve Your Customer Satisfaction Surveys
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The Most Important Contact Centre Metrics
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Don’t Blame the Contact Centre
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What Is Right First Time (RFT)?
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Contact Centre Benchmarking – How to Get More From Your Metrics
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What I’ve Learned From Working in a Contact Centre – Stats Don’t Motivate Everyone
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7 Deadly Sins of WFM
Call center operator in wireless headset with microphone using computer
The Top 5 Agent Performance Metrics
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The Best Way To Measure Call Centre Quality Assurance Metrics
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5 Great Methods to Improve Your Customer Satisfaction Score
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How British Gas Transformed Their Call Centre Metrics
The best ways to collect customer feedback
Top Customer Service Strategies – No 9. Measure Your Performance
19 Predictions for the Future of the Contact Centre
What Should a Future Performance Management System Look Like?
A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time
Customer Satisfaction is Deemed the Most Important Measure of Success
Recorded Webinar: Metrics that Matter
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12 Tips to Improve your Contact Centre Metrics
Recorded Webinar: The Best Metrics for your Contact Centre
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35 More Tips to Improve your Contact Centre Strategy
What is the best metric for your contact centre?
 
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