Recorded Webinar: The Best Metrics for your Contact Centre

2,098

Are you measuring the right things in your contact centre? What are the best metrics to use?
In this interactive webinar we look at the best measurements to use in the contact centre.

We will cover the whole gamut from productivity and quality to customer and employee satisfaction.

Topics 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

Panellists

Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Paul White - Headshot
Paul White
mplsystems

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jo Robinson

Published On: 2nd Apr 2014 - Last modified: 28th Feb 2023
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