Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Best Metrics for your Contact Centre

Published On: 2nd Apr 2014 10:04

Are you measuring the right things in your contact centre? What are the best metrics to use?
In this interactive webinar we look at the best measurements to use in the contact centre.

We will cover the whole gamut from productivity and quality to customer and employee satisfaction.

Topics Discussed

Average Handling Time
Customer Satisfaction
NetPromoter Scores
Customer Effort and NetEasy
Improving Service Levels

Measuring Productivity
Quality vs Quantity
Measuring Quality
Employee satisfaction
Your chance to share your own ideas

Panellists

Carolyn Blunt

Ember Real Results

Paul White

mplsystems

Jonty Pearce

Call Centre Helper

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: The Best Metrics for your Contact Centre

Topics Discussed

Panellists

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