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About Us
Articles - Metrics
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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
Holacracy: The Latest Trend in Customer Service
Recorded Webinar: Contact Centre Metrics (2015)
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
22 Ways to Improve First Contact Resolution
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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
