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Articles - Metrics

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

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

How to Assess Quality on Email and Live Chat in the Contact Centre

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

What Are the Industry Standards for Call Centre Metrics?

Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

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How to Calculate Occupancy in the Contact Centre

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The Top 10 Most Important Call Centre Metrics

8 Things to Remember When Changing Contact Centre Business Processes

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

Contact Centre Metrics: Are You Measuring the Right Things?

How to Measure Customer Emotion

12 Top Tips for Intraday Management in the Contact Centre

How Do I Calculate… Cost per Call?

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Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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

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