Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Metrics
Previous
Next
RECENT
POPULAR
Why Is Measuring Customer Satisfaction So Important?
Contact Centre Benchmarking – How to Get More From Your Metrics
The Best Way To Measure Call Centre Quality Assurance Metrics
How to Calculate Customer Churn Rate – the Formula
The Difference Between Measuring Repeat Contacts and First Contact Resolution
5 Great Methods to Improve Your Customer Satisfaction Score
How to Calculate Utilisation
An Introduction to Contact Centre KPIs and KPAs
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 – including the Formula
How to Calculate Productivity in the Contact Centre
How to Assess Quality on Email and Live Chat in the Contact Centre
What Are the Industry Standards for Call Centre Metrics?
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
How to Calculate Occupancy in the Contact Centre
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
Previous
Next
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
Upcoming Events
Why Industry Leaders are Prioritising AI Investment – Webinar
Achieving the Perfect Balance of Occupancy, Utilization, and Productivity – Webinar
Latest Blogs
How to Extract Valuable Insights With Text Analysis
The New CX – AI and Agents in Conversation
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?