Webinar Replay: The Latest Thinking on Contact Centre Metrics

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Over the past few years, there have been many “break-through” metrics including the Net Promoter Score, Customer Effort and Customer Emotion. But these metrics haven’t always lived up to their hype.

In this webinar, we give a practical assessment of where we are now - in terms of real-time, historical and customer metrics – before making reasonable predictions for the future.

Panellists
Jo Hale - headshot
Jo Hale
Customer Services Expert
Mike Murphy - headshot
Mike Murphy
Genesys
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • Contact centre benchmarking
  • Aligning metrics with business strategies
  • Choosing the best metrics for you
  • Getting the most from your metric scores
  • Metrics for the future
  • The role of technology
  • Top tips from the audience
Don't miss this webinar!