Recorded Call Centre and Customer Experience Webinars

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

Published On: 7th Oct 2015 10:18

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

Brainfood Consulting

Jonathan Wax

Nexidia

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

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

Topics Discussed

Panellists

Topics:

See more:

Your Next Read