Recorded Webinar: Metrics that Matter


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


Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Richard Farrell - Headshot
Richard Farrell

Richard Snow - Headshot
Richard Snow
Ventana Research

Author: Jo Robinson

Published On: 21st Oct 2013 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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  • 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