Posts tagged "contact centre KPIs"

tracking retail shopping

How to Track ROI from Ads to Contact Centres to Stores

August 30th, 2018 Posted by Business Intelligence

Tracking advertising ROI of campaigns can be tricky. Discover how to track from online ads to Contact Centre enquiry to instore purchase.

Leading a team of people can be like herding cats

Contact Centre Management Tips – Traits of Good Leaders

November 10th, 2017 Posted by Contact Centre Management, Workforce Management

Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

first call resolution

How to Implement and Measure First Call Resolution Effectively

July 27th, 2017 Posted by Contact Centre Management, Customer Experience

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Customer Experience, Contact Centre Management

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Contact Centre Management, Business Intelligence, Workforce Management

How to assess which KPIs are really the most important when it comes to maintaining effectiveness and managing efficiency.