Webinar: Beyond AHT and CSAT: What Should Contact Centres Be Measuring?

Date: 28th January 2027 | 14:00 GMT | 9:00 EST

Location: Virtual

Register Now!

The contact centre world has changed beyond recognition in recent years. Yet too many leaders are still leaning into the same old metrics as a marker for success.

However, these are largely no longer fit for purpose; creating a mismatch between what the figures appear to show and what’s really happening for customers – and ultimately skewing where CX teams should focus their improvement efforts.

So, what should contact centres be measuring in 2027 and how do you decide what to keep, add, and discard to capture a truer picture of your customer experience? Join this webinar for an in-depth discussion on how to overhaul “the way it’s always been done” and give your metrics the refresh they so desperately need.

In conversation with:

• Ben Neo, Zoom
• Vinay Parmar, Customer Whisperers
• Xander Freeman, Call Centre Helper

You will leave with a clearer understanding of:

• Why traditional metrics are no longer fit for purpose
• Which metrics and combinations work best in 2027
• The key trends and technology developments underpinning this shift

If you’re a CX or Contact Centre Leader with a pressing need to overhaul your metrics to keep pace with an evolving operation, this session will help you to identify what’s working (and what’s not) so you can change your metrics for the better.

Register Now

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