Recorded Webinar: The Best Metrics for your Contact Centre

Are you measuring the right things in your contact centre?  What are the best metrics to use?

In this interactive webinar we looked at the best measurements to use in the contact centre.


  • Jonty Pearce, Call Centre Helper
  • Carolyn Blunt, Real Results – The best metrics for your Contact Centre

Click here to view the slides

  • Paul White, mplsystems – Balanced Metrics and Improving Metrics with Technology

Click here to view the slides

  • Your tips

Winning tip – “Don’t forget to measure advisor satisfaction too.” thanks to Fiona6.

  • Interactive Q&A – Live questions from the audience

All the tips from the audience have now been turned into an article 24 ways to improve your contact centre measurements and NetPromoter vs Customer Effort – Which is best?

Topics to be discussed

  • Average Handling Time
  • Customer Satisfaction
  • NetPromoter Scores
  • Customer Effort and NetEasy
  • Improving Service Levels
  • Measuring Productivity
  • Quality vs Quantity
  • Measuring Quality
  • Employee Satisfaction
  • Your chance to share your own ideas

Original Webinar date: April 2014

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