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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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What Is a Balanced Scorecard?

What Is a Balanced Scorecard?

Metrics for Training Agents

Metrics for Training Agents

How Do You Measure the Productivity of QA Auditors?

How Do You Measure the Productivity of QA Auditors?

How to Safely Lower Average Handling Time

How to Safely Lower Average Handling Time

The Best Metrics for Contact Centre Performance Tracking

The Best Metrics for Contact Centre Performance Tracking

What I’ve Learned From Working in a Contact Centre – Stats Don’t Motivate Everyone

What I’ve Learned From Working in a Contact Centre –…

What Is Right First Time (RFT)?

What Is Right First Time (RFT)?

Don’t Blame the Contact Centre

Don’t Blame the Contact Centre

What Are Watermelon Metrics?

What Are Watermelon Metrics?

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

6 Key Steps to Deliver a Measurable Improvement in…

Key Metrics to Include In the SOW

Key Metrics to Include In the SOW

How Do You Measure Repeat Call Rate?

How Do You Measure Repeat Call Rate?

Call Centre Reporting Metrics Such As AHT

Call Centre Reporting Metrics Such As AHT

Calls Per Hour

Calls Per Hour

Maximum Occupancy – The Most Common Resource Planning Mistake

Maximum Occupancy – The Most Common Resource…

What I’ve Learned From Running a Contact Centre – Know Your Stats

What I’ve Learned From Running a Contact Centre…

18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

18 Tips for Boosting Contact Centre Performance With an…

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Contact Centre Benchmarking vs. Balanced Scorecard:…

The Most Important Contact Centre Metrics

The Most Important Contact Centre Metrics

Contact Centre Metrics: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

The Spring Clean: 85 Ways to Improve Your Contact Centre

The Spring Clean: 85 Ways to Improve Your Contact Centre

Measuring KPIs to Improve Call Center Quality Assurance

Measuring KPIs to Improve Call Center Quality Assurance

9 Important Team Leader KPIs

9 Important Team Leader KPIs

What Are the Best Call Evaluation Criteria?

What Are the Best Call Evaluation Criteria?

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