Recorded Webinar: What Is the Best Metric for the Contact Centre?

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There are no shortage of metrics to choose from when deciding how to run your Contact Centre. The question is what metrics work and which result in a poor customer experience?

In this webinar, we look at the best measurements to use in the Contact Centre.

Topics Discussed

  • Customer Effort
  • First Contact Resolution
  • Quality Scores
  • Sales Metrics
  • Average Handling Time
  • NetPromoter Scores
  • Combining Metrics
  • Customer Satisfaction Levels
  • Quality vs Quantity
  • Measuring Productivity
  • Top tips from the audience
  • Panellists

    Martin Hill-Wilson - Headshot
    Martin Hill-Wilson
    Brainfood Consulting

    Jonathan Wax - Headshot
    Jonathan Wax
    Nexidia

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 7th Oct 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars,

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