VideoCast: Call Centre Metrics

In this edition of the VideoCast we look at how British Gas are using metrics in their contact centre. They have streamlined their metrics to focus on the NetPromoter score to improve customer advocacy.

British Gas go on to look at KPIs in future and in particular customer effort scores.

This VideoCast was filmed at the ProtoCall One Genesys Workforce Management User Group.

Published On: 12th Jan 2011 - Last modified: 23rd Sep 2019
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