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Call Center KPIs & Performance Management

Elevating Call Center Performance with Six Sigma and MaestroQA

Lauren Alexander

Boost call center performance with Six Sigma and MaestroQA. Explore metrics and strategies for continuous improvement and quality assurance in customer service.

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Call Center Cost Per Call: How to Calculate & Reduce It

This guide covers everything around call center cost per call for your CX teams, including how to calculate and reduce it without sacrificing quality.

The Ultimate Guide to Improving First Call Resolution (FCR)

What is First Call Resolution and how can CX teams measure and improve it? We answer those questions and more in the CX leader's guide to First Call Resolution.

The 9 Customer Service KPIs Needed To Improve CX

Discover the 9 essential Customer Service KPIs for enhancing customer experience. Measure, analyze, and elevate your call center QA processes effectively.

Measuring An Organization's 3 Ps: People, Process and Product

Larrita Browning

We explore some of the data available for an organization's three Ps, how to measure them, and how they might exploit that data.

Average Handle Time (AHT): How to Calculate & Reduce It

Learn how to calculate and decrease Average Handle Time (AHT) in this blog post. Reducing AHT can improve customer satisfaction and agent performance!

Understanding Customer Effort Score (CES) & How to Measure It

Learn how to measure customer effort score (CES) and use it to increase brand loyalty, save money, and improve agent retention for your CX team.

A Guide to Net Promotor Score (NPS) for Customer Service

Read our blog to learn what a Net Promoter Score (NPS) is, and how to calculate and improve it for your customer support teams.

2 Types Of Agent Skills That Impact Customer Satisfaction

Explore critical agent skills that significantly affect customer satisfaction. Learn how technical skills and compliance impact CSAT scores and discover best practices for training agents to enhance customer interactions.

How To Improve CSAT Scores for Your Call Center in 3 Steps

Discover three strategic steps to improve CSAT scores through targeted quality assurance efforts. Learn how to refine your call center operations to enhance customer satisfaction.

The 2 Agent-Controlled Factors to Improve CSAT Scores

Explore two crucial agent-controlled factors that can significantly improve CSAT and CX scores. Learn how targeted training and agent empowerment lead to better customer interactions.

CSAT Scores vs. Quality Assurance Metrics – Which Is Better?

Compare the effectiveness of CSAT scores and QA metrics in evaluating customer satisfaction and support team performance. Gain insights into when and how to use these metrics for optimal results.