Articles - Metrics

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

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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?
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50 Expert Tips to Improve Contact Centre WFM
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10 Metrics to Help You Measure the Customer Experience
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Which KPIs Do I Need for Contact Centre WFM?
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25 Ways to Improve Your Customer Satisfaction Surveys
What Are the Contact Centre Service Level Standards?
Why Is Measuring Customer Satisfaction So Important?
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Contact Centre Benchmarking – How to Get More From Your Metrics
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The Best Way To Measure Call Centre Quality Assurance Metrics
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How to Calculate Customer Churn Rate – the Formula
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The Difference Between Measuring Repeat Contacts and First Contact Resolution
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5 Great Methods to Improve Your Customer Satisfaction Score
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How to Calculate Call Centre Agent Utilisation – the Formula
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An Introduction to Contact Centre KPIs and KPAs
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How to Set Up a Service Level Agreement (SLA) for Your Contact Centre
Is 80/20 Still a Reasonable Service Level?
What Is After Call Work (ACW) and How Can It Be Improved?
What Is an Acceptable Call Centre Waiting Time?
What Is the Difference Between Occupancy and Utilisation?
Live Chat Metrics: Which Should You Be Monitoring?
How to Get More From Your Customer Satisfaction (CSat) Scores
How to Calculate Absenteeism – with Formula
How to Calculate Productivity in the Contact Centre
 
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