Webinar: Contact Centre Metrics

Are you measuring the right things in your contact centre? What are the best metrics to use?

In this webinar, we discuss the latest thinking behind contact centre metrics and how they are best used across digital channels, making suggestions of the measurements that may benefit your contact centre.

Thursday 12th October 2017 at 1pm UK time

Click here to register

And being an interactive webinar, you will also have the opportunity to share tips and ask questions to the panel and other attendees. We will also run an interactive chat room during the webinar.


  • Paul Weald – Contact Centre Innovator
  • Mike Murphy – Genesys
  • Rachael Boynton – Call Centre Helper

Topics to be discussed

  • Commonly used customer service metrics
  • The latest thinking in contact centre metrics
  • Measurements vs targets
  • Efficiency vs outcomes
  • Combining Metrics
  • Quality vs Quantity
  • Measuring Productivity
  • The best metrics for digital channels
  • Top tips from the audience


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This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.

You won't want to miss this exciting webinar. Click here to register

This webinar is held at 1pm UK time, 2pm in Paris, 2pm in South Africa and 8am in New York. A replay facility will also be available.

If you are attending one of our webinars for the first time, we suggest you arrive 10 minutes early to allow for the software to download successfully.

- Last modified: 18th Sep 2017
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