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Articles - Metrics

Browse our range of content on key contact centre metrics to track success, improve performance, and enhance the customer experience.

The Top 10 Onboarding Metrics – Are You Using Them?

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Video cover for how to calculate not ready rate

Video: How to Calculate ‘Not Ready’ Rate

Call center operator in wireless headset with microphone using computer

The Top 5 Agent Performance Metrics

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

Benchmarking word cloud concept with abstract background

Call Centre Benchmarking 101

KPI and graphs on digital background with the words top cx kpis

Top 10 Customer Experience KPIs

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

What I've Learned Harshal Thorat cover

What I’ve Learned About Running a Call Centre – 5 Critical Factors

Two people with nets catching butterflies with numbers

Are Your Team Leaders Too Busy Chasing Metrics?

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

Chalk loudspeaker and inscription scorecard on black chalkboard

What Is a Call Centre Scorecard?

Five question marks on colorful stickers notes on the desktop

5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

Balanced Scorecard BSC

What Is a Balanced Scorecard?

training metric

Metrics for Training Agents

Safely lower concept with bungee jumper

How to Safely Lower Average Handling Time

Numbers on a coloured background

The Best Metrics for Contact Centre Performance Tracking

RFT concept man holding a check icon with thumb up

What Is Right First Time (RFT)?

Pointing finger for blame concept

Don’t Blame the Contact Centre

beware of Watermelon Metrics

Video: Beware of Watermelon Metrics

A set of red stairs leading upward

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

measure the word success

Key Metrics to Include In the SOW

Repeat Call concept with phones

How Do You Measure Repeat Call Rate?

Call Centre Reporting Metrics Such As AHT

NICE CXone Vulnerability Demo Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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