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Metrics

Browse our range of content on key contact centre metrics to track success, improve performance, and enhance the customer experience.

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Improving Abandon Rate – From Wait Time to Win Time

Improving Abandon Rate – From Wait Time to Win Time

Reducing Abandoned Calls by Understanding Why

Reducing Abandoned Calls by Understanding Why

A Practical Guide to Getting Occupancy Right

A Practical Guide to Getting Occupancy Right

Have Wallboards Had Their Day?

Have Wallboards Had Their Day?

Top Tactics to Improve First Contact Resolution (FCR)

Top Tactics to Improve First Contact Resolution (FCR)

Get Ahead of KPI Fluctuations in Your Contact Centre

Get Ahead of KPI Fluctuations in Your Contact Centre

The Top 10 Onboarding Metrics – Are You Using Them?

The Top 10 Onboarding Metrics – Are You Using Them?

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

How to Calculate ‘Not Ready’ Rate

How to Calculate ‘Not Ready’ Rate

How to Improve Your Net Promoter Score (NPS)

How to Improve Your Net Promoter Score (NPS)

The Top 5 Agent Performance Metrics

The Top 5 Agent Performance Metrics

Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Call Centre Benchmarking 101

Call Centre Benchmarking 101

How to Choose the Right Metrics to Track Agent Performance

How to Choose the Right Metrics to Track Agent Performance

Top 10 Customer Experience KPIs

Top 10 Customer Experience KPIs

What Metrics Are Important to Contact Centres?

What Metrics Are Important to Contact Centres?

What I’ve Learned About Running a Call Centre – 5 Critical Factors

What I’ve Learned About Running a Call Centre…

Are Your Team Leaders Too Busy Chasing Metrics?

Are Your Team Leaders Too Busy Chasing Metrics?

Shocking Number Failing to Measure ROI in the Contact Centre

Shocking Number Failing to Measure ROI in the Contact…

Should You Remove AHT as an Agent Target?

Should You Remove AHT as an Agent Target?

What Is a Call Centre Scorecard?

What Is a Call Centre Scorecard?

5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

5 Critical Questions Every Contact Centre Manager Needs…

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