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Articles - Measurement

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

A photo of someone analyzing data

An Introduction to Customer Data Analysis

What to Measure and Manage in your Call Centre

Pointing finger for blame concept

Don’t Blame the Contact Centre

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Seven Ways to Improve Efficiency in Your Contact Centre

Customer measurement – Don’t measure me

What’s holding back speech analytics?

Are You Displaying the Right Metrics on your Wallboards?

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Do You Include All Abandoned Calls Within Your Statistics?

What Should a Future Performance Management System Look Like?

Debunking the Customer Effort Score

Top Customer Service Strategies – No 9. Measure Your Performance

The best ways to collect customer feedback

Six things to banish from your contact centre

Measuring customer satisfaction and driving behaviour

Twelve Call Centre Metrics You Can’t Live Without