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
- Mike Murphy – Interactive Intelligence
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
Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Metrics
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