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
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?
How to Calculate… Net Promoter Score
The Best KPIs to Use in Your Call Centre
Most Contact Centres Do Not Measure Emotion in Their Metrics
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
Do You Know the Best Way to Measure Call Centre Quality?
How to Calculate First Contact Resolution (FCR) – With Formula
What’s Next With… Contact Centre Metrics?
9 Mistakes to Avoid… Contact Centre Reporting
Key Performance Indicators (KPIs) Are Damaging Employee Engagement
Managing Seasonal Intake – Your Questions Answered
How to Calculate Customer Effort
Less Than 20% of Contact Centres Calculate Customer Effort
What is Average Speed of Answer?
Anatomy of a Good Call – Measurement
Stop Blindly Obsessing Over Efficiency
50 Ideas to Transform Your Contact Centre
Top 10 Smart Call Centre Goals
27 Ways to Get the Best Out of Your Metrics
Average Handling Time (AHT) vs Customer Experience
Why Queuing Isn’t Just About the Numbers
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
NLP-Based Vs. LLM-Powered Sentiment Analysis
How to Extract Valuable Insights With Text Analysis
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?