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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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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

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)

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