Webinar Replay: The New Thinking for Contact Centre KPIs

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When was the last time you took a hard look at your Key Performance Indicators (KPIs) and really thought about how they link to your contact centre and customer experience goals?

It has likely been a while, but you know this is an important task. It’s just knowing where to start…

Fortunately, we recorded this webinar to help, as we uncovered the latest thinking behind contact centre KPIs and suggested how to adapt what you measure to spot key trends in your contact centre’s performance.

Agenda

  • Introductions – Charlie Mitchell, Call Centre Helper
  • Katie Stabler, CULTIVATE Customer Experience by Design
Click here to view the slides
  • Tiffany Milligan, Talkdesk
Click here to view the slides
Panellists
Katie Stabler - headshot
Katie Stabler
Cultivate Customer Experience by design
Tiffany Milligan - headshot
Tiffany Milligan
Talkdesk
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
 
Topics to be discussed
Original Webinar date: 24th September 2020

Webinar Timeline

0:15: Introductions – Charlie Mitchell, Call Centre Helper
4:16: Katie Stabler, Cultivate Customer Experience by design Presentation
7:36: Poll with results from the audience. Asking "Has Your Organisation Fallen Victim to any of the Following TOXIC KPI Behaviours?"
18:29: Take-aways from Katie's presentation
19:34: Quiz
24:27: Top Tips, Opinions and Questions from the audience
31:32: Tiffany Milligan, Talkdesk Presentation
37:38: Poll with results from the audience. Asking "How did You Set Your Service Level Targets?"
49:37: Take-aways from Tiffany's presentation
51:34: Top Tips, Opinions and Questions from the audience
59:02: Winning Tip

Speaker Biographies

Katie Stabler | Cultivate Customer Experience by design

Katie is a Cheshire based customer experience specialist, dedicated to cultivating high-value customer experience through data, design and culture. Her work is driven by the principle “Make your bed, and then make their day!”, meaning get the basics right and then create those ‘wow’ moments! She has spent over a decade in experience design working within both the not for profit, finance sector and contact centres and now runs her own customer experience consultancy, CULTIVATE Customer Experience by Design.

Connect with Katie on Social Media: Linkedin

Tiffany Milligan | Talkdesk

Director of Product Management at Talkdesk

Connect with Tiffany on Social Media: Linkedin| Twitter