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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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Four in Every Five Contact Centres Use Quality Scores

Four in Every Five Contact Centres Use Quality Scores

IT Issues are Stopping Contact Centres From Using Better Metrics

IT Issues are Stopping Contact Centres From Using Better…

10 Powerful Statistics That Prove the Customer Is Still Always Right

10 Powerful Statistics That Prove the Customer Is Still…

Most Contact Centres use Spreadsheets to Produce Metrics

Most Contact Centres use Spreadsheets to Produce Metrics

A Practical Guide to Getting Occupancy Right

A Practical Guide to Getting Occupancy Right

Shocking Number Failing to Measure ROI in the Contact Centre

Shocking Number Failing to Measure ROI in the Contact…

Calls for Networks and Banks to Collaborate Following Release of Alarming Fraud Statistics

Calls for Networks and Banks to Collaborate Following…

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

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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?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Research: The Future of AI-Powered Experiences

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