Webinar Replay: KPIs for LiveChat and Social Media
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In this webinar we explore the best KPIs and Metrics to use for Live Chat, Social Media and other Digital Channels.
Call Centre Helper
Topics to be discussed
- The best metrics for Live Chat and Social Media
- Tracking visitors from the web site
- Dealing with Concurrency in Live Chat
- How AHT changes with Concurrency in Live Chat
- Customer Satisfaction Scores (CSAT)
- First Contact Resolution
- Social Media resolution Rates
- Joining up metrics across channels
- Response times for LiveChat, Social Media and email
- The role of technology
- Top Tips from the Audience