The Worlds Largest Contact Centre Online Community

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

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.

Filter Filter Filter
Recent Articles Most Viewed Articles
What Is Working in a Call Centre Really Like?

What Is Working in a Call Centre Really Like?

Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE…

The Best KPIs to Use in Your Call Centre

The Best KPIs to Use in Your Call Centre

What Is the Difference Between Occupancy and Utilisation?

What Is the Difference Between Occupancy and Utilisation?

59 Call Centre Quality Assurance Tips

59 Call Centre Quality Assurance Tips

9 Important Team Leader KPIs

9 Important Team Leader KPIs

A Guide to Call Centre Reports – with Examples

A Guide to Call Centre Reports – with Examples

What to Measure and Manage in your Call Centre

What to Measure and Manage in your Call Centre

What Are the Contact Centre Service Level Standards?

What Are the Contact Centre Service Level Standards?

First Contact Resolution? – Definition, Formula and Best Practices

First Contact Resolution? – Definition, Formula and Best…

Close Close
Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

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

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports