Recorded Webinar: Metrics that Matter Related Articles Call Center Metrics: Examples, Tips & Best Practices How to Use Inbound Call Centre Metrics to Drive Performance Mastering Contact Centre Metrics: A Guide for Success Recorded Webinar: How to Best Use Contact Centre Metrics 6,824 Filed under - Recorded Call Centre and Customer Experience Webinars, Metrics, Netcall 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 Call Centre Helper Richard Farrell Netcall Richard Snow Ventana Research This webinar was brought to you by Call Centre Helper and is sponsored by Netcall Author: Jo Robinson Published On: 21st Oct 2013 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Metrics, Netcall Recommended Articles Call Center Metrics: Examples, Tips & Best Practices How to Use Inbound Call Centre Metrics to Drive Performance Mastering Contact Centre Metrics: A Guide for Success Recorded Webinar: How to Best Use Contact Centre Metrics Related Reports eBook: Measure What Matters - Contact Centre Efficiency 2 Comments Hello Jonty, It would be very helpful if you could share spreadsheet examples sent by the other attendees. We are in the process of establishing our own. Thank you! Bianca 24 Oct at 12:49 These will be created into an article for Call Centre Helper in a few weeks so keep an eye out! rboynton 24 Oct at 14:25 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter