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About Us
Articles - Metrics
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RECENT
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What Is a Balanced Scorecard?
Stop Blindly Obsessing Over Efficiency
Is Customer Effort the Best Metric?
How to Safely Lower Average Handling Time
Demystifying SLA in Call Centres: A Comprehensive Guide
How to Measure Customer Emotion
What’s Next With… Contact Centre Metrics?
Mastering Contact Centre Metrics: A Guide for Success
10 Metrics to Help You Measure the Customer Experience
25 Ways to Improve Your Customer Satisfaction Surveys
How to Calculate Customer Churn Rate – the Formula
What Is a Call Centre Scorecard?
Calls Per Hour
The Best Metrics for Contact Centre Performance Tracking
50 Ideas to Transform Your Contact Centre
What Is Right First Time (RFT)?
What Is Net Promoter Score (NPS)?
What I’ve Learned About Running a Call Centre – 5 Critical Factors
Have Service-Level Stats Outlived their Sell-by Date?
The Top 10 Onboarding Metrics – Are You Using Them?
How to Use Inbound Call Centre Metrics to Drive Performance
Anatomy of a Good Call – Measurement
Are Your Team Leaders Too Busy Chasing Metrics?
Top Call Centre Efficiency Metrics And How To Improve Them
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Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
