Recorded Webinar: Metrics that Matter



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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- Headshot
Jonty Pearce
Call Centre Helper
Richard Farrell- Headshot
Richard Farrell
Netcall
Richard Snow- Headshot
Richard Snow
Ventana Research

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This webinar was brought to you by Call Centre Helper and is sponsored by Netcall


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