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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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A Beginner’s Guide to Balanced Scorecards

A Beginner’s Guide to Balanced Scorecards

Does a contact centre really need to be world class?

Does a contact centre really need to be world class?

A Beginner’s Guide to Adherence Management

A Beginner’s Guide to Adherence Management

Have Service-Level Stats Outlived their Sell-by Date?

Have Service-Level Stats Outlived their Sell-by Date?

Measuring customer satisfaction and driving behaviour

Measuring customer satisfaction and driving behaviour

Six things to banish from your contact centre

Six things to banish from your contact centre

What to Measure and Manage in your Call Centre

What to Measure and Manage in your Call Centre

Do You Include All Abandoned Calls Within Your Statistics?

Do You Include All Abandoned Calls Within Your Statistics?

Seven Ways to Improve Efficiency in Your Contact Centre

Seven Ways to Improve Efficiency in Your Contact Centre

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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

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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

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How To Forward a Voicemail on Any Device

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

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