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Key Performance Indicators (KPIs)

Discover our range of materials on setting and tracking KPIs to measure success and improve performance in call and contact centres.

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The Most Valuable KPI to Improve NPS/CSAT

The Most Valuable KPI to Improve NPS/CSAT

Recorded Webinar: The Best KPIs to Use in Your Contact Centre

Recorded Webinar: The Best KPIs to Use in Your Contact…

Customer Service at the Expense of Customer Loyalty: A Leadership Primer

Customer Service at the Expense of Customer Loyalty: A…

Recorded Webinar : Performance Management Tools

Recorded Webinar : Performance Management Tools

Measuring KPIs to Improve Call Center Quality Assurance

Measuring KPIs to Improve Call Center Quality Assurance

Metrics for Training Agents

Metrics for Training Agents

Call Centre Benchmarking 101

Call Centre Benchmarking 101

The Ultimate Guide to Call Centre Agent Performance Dashboards

The Ultimate Guide to Call Centre Agent Performance…

Should You Remove AHT as an Agent Target?

Should You Remove AHT as an Agent Target?

The Ultimate Customer Service KPI?

The Ultimate Customer Service KPI?

How to Choose the Right Metrics to Track Agent Performance

How to Choose the Right Metrics to Track Agent Performance

Response Time is the Most Used KPI to Measure Social Customer Service

Response Time is the Most Used KPI to Measure Social…

Why “Fair” Remains a Crucial Topic in Meeting KPIs

Why “Fair” Remains a Crucial Topic in Meeting KPIs

Linking Metrics Key to Performance Success

Linking Metrics Key to Performance Success

How to Improve First Contact Resolution

How to Improve First Contact Resolution

What’s Your Most Important Telephony KPI?

What’s Your Most Important Telephony KPI?

Why You Need to Constantly Monitor and Improve Schedule Efficiency

Why You Need to Constantly Monitor and Improve Schedule…

White Paper: Customer Service KPIs – 18 Things to Consider

White Paper: Customer Service KPIs – 18 Things to…

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

Research: The Future of AI-Powered Experiences

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24th September 2025

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

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