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Articles - Metrics
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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
10 Ways YOU Can Save the Reputation of the Contact Centre
25 Ways to Improve Your Contact Centre
NetPromoter vs Customer Effort – Which is Best?
24 Ways to Improve Your Contact Centre Measurements
What is the best metric for your contact centre?
Recorded Webinar: The Best Metrics for your Contact Centre
12 Tips to Improve your Contact Centre Metrics
35 More Tips to Improve your Contact Centre Strategy
Is Customer Effort the Best Metric?
Recorded Webinar: Metrics that Matter
Designing a single contact centre metric to improve performance
Top Customer Service Strategies – No 9. Measure Your Performance
19 Predictions for the Future of the Contact Centre
Debunking the Customer Effort Score
Are You Displaying the Right Metrics on your Wallboards?
Twelve Call Centre Metrics You Can’t Live Without
How British Gas Are Using Metrics in Their Contact Centre
Top tips for using MI in the contact centre
Have Service-Level Stats Outlived their Sell-by Date?
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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