Webinar Replay: Measuring Customer Satisfaction

Watch the Webinar Replay now!

We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time.
Webinar Image
In this webinar we look at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.

Panellists
Morris Pentel - headshot
Morris Pentel
Customer Experience Foundation
Mark Lockyer - headshot
Mark Lockyer
CallMiner
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • Measuring Customer Satisfaction
  • Comparing different metrics
    • CSAT scores
    • NetPromoter Score
    • Customer Effort Score
    • Net Emotional Value
  • Which methods work best
  • Calibration across channels
  • The right times to measure customer satisfaction
  • Pitfalls to avoid
  • Using Customer Satisfaction to drive change
  • Use of technology
  • Top tips and Questions from the audience