Recorded Webinar: 5 Things you NEED to be Analysing in your Contact Centre Related Articles Recorded Webinar: Masterclass on Analytics Recorded Webinar: Ways to Empower Contact Centre Advisors 20 Things Advisors Can Do to Improve the Customer Experience Call Centre Etiquette: 15 Things You Should Never Say to a Customer 787 Filed under - Recorded Call Centre and Customer Experience Webinars, Nexidia, NICE There is so much customer and advisor insight available to us in the contact centre, but most of us stick to analysing the conventional metrics. Sure, we can benchmark customer satisfaction, dig-into attrition rates and track repeat calls – these all have their merits. But, what else should we be looking at? In this webinar, we explored those areas of our contact centre’s performance that are too often underappreciated and highlight why you need to start analysing them. Agenda Introductions – Jonty Pearce, Call Centre Helper Duncan White, horizon2 Click here to view the slides Ben Fuggles, NICE Nexidia Click here to view the slides Webinar Timeline 0:15: Introductions – Jonty Pearce, Call Centre Helper 4:45: Duncan White, horizon2 Presentation 11:15: Poll with results from the audience. Asking “What Percentage of Your Customers Contact You Every Month?” 24:01: Poll with results from the audience. Asking “Which Channel Gives the Best Customer Satisfaction?” 29:02: Take-aways from Duncan’s presentation 23:38: Quiz 33:40: Top Tips, Opinions and Questions from the audience 38:40: Ben Fuggles, NICE Nexidia Presentation 48:34: Poll with results from the audience. Asking “When did you Last Map Your Customer Journeys?” 54:12: Take-aways from Ben’s presentation 54:29: Top Tips, Opinions and Questions from the audience 58:55: Winning Tip Topics Discussed Where can you find great value in analysing performance? How to turn your analysis into actionable insights Improving contact centre reporting Where you may be wasting time Using specialist tools for additional insights Top tips from the audience “While journey tracking is a great way to isolate the best starting point for analytics. Don’t let it distract your focus from the bigger picture. It’s all too easy to focus on one small issue without looking wider” thanks to Alex12 Panellists Duncan White horizon2 Ben Fuggles NICE Nexidia Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Nexidia Register Now! Author: Rachael Trickey Published On: 6th Mar 2020 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Nexidia, NICE Recommended Articles Recorded Webinar: Masterclass on Analytics Recorded Webinar: Ways to Empower Contact Centre Advisors 20 Things Advisors Can Do to Improve the Customer Experience Call Centre Etiquette: 15 Things You Should Never Say to a Customer Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter