Webinar Replay: What are the Best KPIs for your Contact Centre

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Contact Centres thrive on measurements and Key Performance Indicators(KPIs). But which ones work well and which ones don't?

In this webinar we explore the best (and the worst) KPIs for the Contact Centre.

Panellists
Keith Gait MBA - headshot
Keith Gait MBA
Alchemy Telehealth
Adam Samuels - headshot
Adam Samuels
Diabolocom
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • KPIs that work
  • The law of unintended consequences - where KPIs fail
  • The latest research on Contact Centre KPIs
  • Aligning KPIs with the Board
  • AHT as a KPI
  • The role of technology
  • Top Tips from the audience