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


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

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 7th Oct 2015 - Last modified: 28th Feb 2023
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