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
