Translate

Articles - Measurement

How to Calculate FCR

How to Calculate First Contact Resolution (FCR) – With Formula

A picture of what FCR stands for

What Is First Contact Resolution? – With Formula and Expert Best Practices

quality sliding scale

59 Call Centre Quality Assurance Tips

time bomb ticking

Key Performance Indicators (KPIs) Are Damaging Employee Engagement

A picture of data analysis

Customer Data Analysis – How to Analyse Data in 7 Steps

7 Deadly Sins of WFM

The Best KPIs to Use in Your Call Centre

how to calculate employee engagement score

How to Calculate an Employee Engagement Score

A laptop with graphs on one side and money on the left

The Top 10 Most Important Call Centre Metrics

The seven deadly sins of measurement

Wood letter of KPI abbreviation with hand writing definition

An Introduction to Contact Centre KPIs and KPAs

A Beginner’s Guide to Adherence Management

A picture of a note saying "Net Promoter Score"

What Is Net Promoter Score (NPS)?

Top Customer Service Strategies – No 8. Use Tools with Caution

A Beginner’s Guide to Balanced Scorecards

The Best Ways to Benchmark Your Contact Centre

timer eggs

Anatomy of a Good Call – Measurement

beware of Watermelon Metrics

Video: Beware of Watermelon Metrics

plane performance

10 Tips to Improve Call-Handling Performance

Does a contact centre really need to be world class?

How You Can Drive up Net Promoter Scores

measuring tape

How Do You Measure the Productivity of QA Auditors?

Top tips for using MI in the contact centre

Seven Deadly Sins of Call Quality Monitoring