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How to Calculate

Explore our range of resources on how to calculate key metrics, including AHT, FCR, and service levels in contact centre operations.

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3 Better Ways to Measure Customer Patience

3 Better Ways to Measure Customer Patience

The Bradford Factor – Improving Contact Centre Absenteeism

The Bradford Factor – Improving Contact Centre Absenteeism

How to Calculate ‘Not Ready’ Rate

How to Calculate ‘Not Ready’ Rate

How to Calculate Your Cost Per Inbound Call

How to Calculate Your Cost Per Inbound Call

What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

What is the Formula for Concurrency In Chat Support?

What is the Formula for Concurrency In Chat Support?

How to Calculate Required FTE for Inbound Call Volumes

How to Calculate Required FTE for Inbound Call Volumes

Is There a Standard Calculation for Forecast Variance?

Is There a Standard Calculation for Forecast Variance?

The Best Method for Calculating PCA%

The Best Method for Calculating PCA%

How to Calculate Average Call Per Hour Per Agent & Per the Whole Center

How to Calculate Average Call Per Hour Per Agent &…

Seat Utilization Ratio in Contact Centres

Seat Utilization Ratio in Contact Centres

How to Calculate Schedule Inefficiency

How to Calculate Schedule Inefficiency

How to Calculate Conformance

How to Calculate Conformance

How to Calculate Staffing in a Contact Centre

How to Calculate Staffing in a Contact Centre

How to Calculate Forecast Volatility

How to Calculate Forecast Volatility

How to Measure Call Abandon Rate

How to Measure Call Abandon Rate

What is a Customer Satisfaction Score (and How to Calculate CSAT)

What is a Customer Satisfaction Score (and How to…

How to Calculate Contact Centre Spin

How to Calculate Contact Centre Spin

How to Measure Employee Engagement

How to Measure Employee Engagement

How to Calculate Customer Profitability

How to Calculate Customer Profitability

How to Calculate Customer Churn Rate – the Formula

How to Calculate Customer Churn Rate – the Formula

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Call Centre Agent Utilisation –…

How to Calculate Absenteeism – with Formula

How to Calculate Absenteeism – with Formula

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