Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Metrics that Matter

Published On: 21st Oct 2013 08:04

What are the best measurements to use in the contact centre? The ones that can help improve the customer experience and reduce cost.

Join us for this webinar to find out.

In this webinar we look at which metrics have led to a poor customer experience and which ones really work. We will also explore how you can manage what you measure.

Topics Discussed

The most common customer service metrics
NetPromoter Scores NPS
First Contact Resolution
Customer Effort Score
Average Handling Time

Quality Scores
Customer Satisfaction Levels
Do service level stats work?
Quality vs Quantity
Sales metrics

Panellists

Jonty Pearce

Call Centre Helper

Richard Farrell

Netcall

Richard Snow

Ventana Research

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Recorded Webinar: Metrics that Matter

Topics Discussed

Panellists

Topics:

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