Recorded Webinar: Contact Centre Metrics


Contact centres have seen a big change in the ways that we use metrics.  NetPromoter, Customer Effort Scores and even Average Handling Time have declined in popularity.  So what has replaced them?

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Richard Snow – Ventana Research
Webinar Slides: Contact Centre Metrics by Richard Snow

Click here to view the slides

  • Mike Murphy – Interactive Intelligence
Webinar Slides: Contact Centre Metrics by Mike Murphy

Click here to view the slides

Topics discussed

  • The latest thinking in contact centre metrics
  • Measurements vs targets
  • Efficiency vs outcomes
  • First Contact Resolution
  • Average Handling Time
  • NetPromoter scores
  • Customer effort
  • Quality scores
  • Sales metrics
  • The best metrics for digital channels
  • Top tips from the audience

Original Webinar date: June 2015

 







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