Translate

Articles - Metrics

A graph comparing contact centre handling times to number of call backs

Is AHT in Conflict With FCR?

10 Experts Share Their Favourite Advice on... Call Centre Metrics

Video: Call Centre Metrics – 10 Experts Share Their Favourite Advice

A photo of a business person racing on a cart

How to Use Inbound Call Centre Metrics to Drive Performance

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

Video: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

How to Measure Sentiment in the Contact Centre

A picture of a note saying "Net Promoter Score"

What Is Net Promoter Score (NPS)?

Customer Satisfaction Score CSAT

What is a Customer Satisfaction Score (and How to Calculate CSAT)

A photo of a happy call centre agent

5 Important Call Centre Metrics to Improve Agent Performance

4 Key Objectives to Improve Productivity and Customer Experience

6 Key Metrics for Your Call Centre Dashboard

Call Centre Reporting Concept

A Guide to Call Centre Reports – with Examples

A picture of the word "csat" above some happy people

What Is CSAT? – With a Meaning, Calculations and Great Tips

A picture of what FCR stands for

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

A picture of a hand moving blocks with people on them

50 MORE Expert Tips to Improve Contact Centre WFM

Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'

Podcast: Is It Time to Rethink Your Call Centre Metrics?

A picture of chess pawns on arrows

50 Expert Tips to Improve Contact Centre WFM

A photo of children reaching to measure

10 Metrics to Help You Measure the Customer Experience

A red paper plane is surrounded by yellow paper planes

Which KPIs Do I Need for Contact Centre WFM?

Question marks printed on white cards are suspended by strings on a blue background

25 Ways to Improve Your Customer Satisfaction Surveys

What Are the Contact Centre Service Level Standards?

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

A photo of glittery stars

The Best Way To Measure Call Centre Quality Assurance Metrics

Group of people walking towards a door

How to Calculate Customer Churn Rate – the Formula