Register for Webinar: The Latest Thinking on Contact Centre Metrics


Webinar Image
Join us for the webinar - Thu 13th Sep 2018 - 1:00pm UK.
Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.

In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

Panellists
Morris Pentel - headshot
Morris Pentel
Customer Experience Foundation
Mike Murphy - headshot
Mike Murphy
Genesys
Rachael Boynton - headshot
Rachael Boynton
Call Centre Helper
 
Topics to be discussed
  • The Best Metrics for your Contact Centre
  • The Latest Thinking on Metrics
  • Using metrics to drive change and improve advisor performance
  • Customer Satisfaction CSAT and DSAT
  • NetPromoter Scores NPS
  • First Contact resolution FCR
  • Customer Effort Scores Customer Effort
  • Quality Scores
  • Average Handling time
  • Adherence and Shrinkage
  • Productivity metrics
  • The role of Technology
  • Top Tips from the Audience
 
Book your free place now!



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