Webinar: Metrics - Surpassing Industry Standards

Wouldn't it be nice to improve your Customer Satisfaction Scores, boost your First Contact Resolution Rates and optimize your Service Level?

Of course it would!

In this webinar, we will show you how to do just that - taking a look at some of the industry's most widely used-metrics and presenting tried-and-tested methods of surpassing their industry standards.

Agenda

• Introductions – Charlie Mitchell, Call Centre Helper
• Miguel Caetano, Talkdesk

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• Jason Roberts, Appropriate Consulting Limited

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• Katy Forsyth, Red Recruitment

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Speaker Biographies

Jason Roberts | Appropriate Consulting Limited

Over 30 years experience across Retail, Logistics, Customer Operations, Strategy Development, Procurement and Large scale Contact Centre Leadership, across both outsourced and in house operations.

Driving thought leadership in the role of colleagues alongside digital innovation with a passion to do the right thing for our customers, I am known across the Contact Centre industry for challenging businesses to build a clear and engaging people plan, building retention and improving CX measures against a balance of tight cost control.

Connect with Jason on Social Media: Linkedin

Katy Forsyth | Red Recruitment

Owner/Director of Red and Director of the South West Contact Centre Forum. Previous Council Member of The REC (Recruitment and Employment Confederation).

Red is a high quality, national contact centre recruitment business. I am a keen promoter of, and consultant to contact centres. Responsible for providing regional and UK contact centre market information, salary surveys, demographic reports and general industry overviews to Red's clients and Forum members alik

Connect with Katy on Social Media: Linkedin | Twitter

Miguel Caetano | Talkdesk

Miguel is a Senior Product Manager at Talkdesk. Driven by his passion for technology, his work focuses on maximising the power of data, analytics and Artificial Intelligence to reimagine customer experiences and create magical customer service moments.

He has spent the last 8 years working in tech, driving innovation across organisations.

Connect with Miguel on Social Media: Linkedin | Twitter

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