Panellists • Mike Murphy – Interactive Intelligence • Richard Snow – Ventana Research • Jonty Pearce – Call Centre Helper
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
Sponsored by Interactive Intelligence. This webinar will be held at: • 1.00pm UK time • 2pm in Paris • 2pm South Africa • 8am in New York
Topics Discussed
Panellists

Richard Snow
Ventana Research

Mike Murphy
Interactive Intelligence

Jonty Pearce
Call Centre Helper
