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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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The Top 10 Onboarding Metrics – Are You Using Them?

The Top 10 Onboarding Metrics – Are You Using Them?

The Best Way To Measure Call Centre Quality Assurance Metrics

The Best Way To Measure Call Centre Quality Assurance…

How to Calculate ‘Not Ready’ Rate

How to Calculate ‘Not Ready’ Rate

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

What I’ve Learned About Running a Call Centre…

Measuring KPIs to Improve Call Center Quality Assurance

Measuring KPIs to Improve Call Center Quality Assurance

Most Contact Centres Do Not Measure Emotion in Their Metrics

Most Contact Centres Do Not Measure Emotion in Their…

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

Most Contact Centres Still Don’t Measure Customer…

Metrics for Training Agents

Metrics for Training Agents

Call Centre Benchmarking 101

Call Centre Benchmarking 101

Contact Centre Metrics: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

Should You Remove AHT as an Agent Target?

Should You Remove AHT as an Agent Target?

Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

Have Wallboards Had Their Day?

Have Wallboards Had Their Day?

How to Choose the Right Metrics to Track Agent Performance

How to Choose the Right Metrics to Track Agent Performance

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

Linking Metrics Key to Performance Success

Linking Metrics Key to Performance Success

10 Ways to Reduce AHT in the Contact Centre

10 Ways to Reduce AHT in the Contact Centre

Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

10 Useful Social Networking Statistics for 2014

10 Useful Social Networking Statistics for 2014

Nearly One in Five Contact Centres Report on 10+ Key Metrics a Month

Nearly One in Five Contact Centres Report on 10+ Key…

How to Improve Your Net Promoter Score (NPS)

How to Improve Your Net Promoter Score (NPS)

Average Handling Time: The most common measure of Contact Centre Productivity

Average Handling Time: The most common measure of…

Contact Centre Agents respond most to Quality Scores

Contact Centre Agents respond most to Quality Scores

Contact Centre Professionals: Customer Satisfaction is the Best Metric

Contact Centre Professionals: Customer Satisfaction is…

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