Recorded Webinar: The Best Metrics for your Contact Centre


A replay and slides are available from our webinar on metrics.

Click here to view the replay

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.

Agenda

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

/the-best-metrics-for-your-contact-centre-carolyn-blunt

Click here to view the slides

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

the-best-metrics-for-your-contact-centre-paul-white

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

company logo
This webinar was brought to you by Call Centre Helper and is sponsored by IFS | mplsystems.

Click here to view the replay.


- Last modified: 31st May 2017
Read more about - Recorded Webinars , , ,


 
css.php