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

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Martin Hill-Wilson – Brainfood Consulting
• Jonathan Wax – Nexidia

Click here to download the slides

Topics to be 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
• Winning tip: “Tip about allowing agents to self evaluate” thanks to Amir2.

Original Webinar date: October 2015