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About Us
Articles - Metrics
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The Most Important Contact Centre Metrics
Don’t Blame the Contact Centre
Measuring KPIs to Improve Call Center Quality Assurance
24 Ways to Improve Your Contact Centre Measurements
How to Measure Sentiment in the Contact Centre
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
What is the best metric for your contact centre?
Contact Centre Metrics: Are You Measuring the Right Things?
NetPromoter vs Customer Effort – Which is Best?
Video: How British Gas Are Using Metrics in Their Contact Centre
How to Create a Call Centre Forecast Accuracy Metric That Works
Why Is Measuring Customer Satisfaction So Important?
Key Metrics to Include In the SOW
Debunking the Customer Effort Score
Top Customer Service Strategies – No 9. Measure Your Performance
Recorded Webinar: Metrics that Matter
12 Tips to Improve your Contact Centre Metrics
Recorded Webinar: The Best Metrics for your Contact Centre
35 More Tips to Improve your Contact Centre Strategy
Recorded Webinar: Contact Centre Metrics (2015)
25 Ways to Improve Your Contact Centre
10 Ways YOU Can Save the Reputation of the Contact Centre
Holacracy: The Latest Trend in Customer Service
Are You Displaying the Right Metrics on your Wallboards?
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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
