Articles - Key Performance Indicators (KPIs)

Discover our range of materials on setting and tracking KPIs to measure success and improve performance in call and contact centres.

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Why Is Measuring Customer Satisfaction So Important?
Benchmarking and market leader concept. Manager (businessman, coach, leadership) draw graph with three lines, one of them represent the best company in competition.
Contact Centre Benchmarking – How to Get More From Your Metrics
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An Introduction to Contact Centre KPIs and KPAs
What Is the Difference Between Occupancy and Utilisation?
Live Chat Metrics: Which Should You Be Monitoring?
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
Contact Centre Metrics: Are You Measuring the Right Things?
The Best KPIs to Use in Your Call Centre
Recorded Webinar: The Best KPIs to Use in Your Contact Centre
What Is Working in a Call Centre Really Like?
Recorded Webinar : Performance Management Tools
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Customer Service at the Expense of Customer Loyalty: A Leadership Primer
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9 Mistakes to Avoid… Contact Centre Reporting
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What is a Key Performance Indicator (KPI)?
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Key Performance Indicators (KPIs) Are Damaging Employee Engagement
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Managing Seasonal Intake – Your Questions Answered
Create Room to Breathe Instead of Making Knee-Jerk Reactions
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25 Ways Technology Can … Increase Agent Productivity
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15 Speed Tips for Reducing Repeat Contacts
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
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Five Reasons Your KPIs Are Hurting Your Customer Experience
A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score
Quality Scores is the Most Measured Contact Centre KPI
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12 Tips to Improve your Contact Centre Metrics
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35 More Tips to Improve your Contact Centre Strategy
 
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