The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

How to Calculate

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

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

How to Calculate Productivity in the Contact Centre

How to Calculate Productivity in the Contact Centre

How to Calculate Occupancy in the Contact Centre

How to Calculate Occupancy in the Contact Centre

How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

How to Measure Customer Emotion

How to Measure Customer Emotion

How to Calculate an Employee Net Promoter Score

How to Calculate an Employee Net Promoter Score

How to Calculate Average Handling Time (AHT)

How to Calculate Average Handling Time (AHT)

How Do I Calculate… Cost per Call?

How Do I Calculate… Cost per Call?

How do I Calculate… Schedule Adherence?

How do I Calculate… Schedule Adherence?

The Formula to Calculate Forecast Accuracy

The Formula to Calculate Forecast Accuracy

How to Calculate… Net Promoter Score

How to Calculate… Net Promoter Score

10 Things You Need When Calculating How Many Contact Centre Advisors You Need

10 Things You Need When Calculating How Many Contact…

How to Calculate First Contact Resolution (FCR) – With Formula

How to Calculate First Contact Resolution (FCR) –…

How to Calculate Customer Effort

How to Calculate Customer Effort

How to Calculate Customer Lifetime Value – The Formula

How to Calculate Customer Lifetime Value – The…

How to Calculate an Employee Engagement Score

How to Calculate an Employee Engagement Score

How to Calculate Schedule Efficiency

How to Calculate Schedule Efficiency

Close Close
Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise