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.