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
Webinar Slides: What Is the Best Metric for the Contact Centre? by Martin Hill Wilson and Jonathan Wax

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







Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.