Recorded Webinar: Contact Centre Metrics

Agenda

• Introductions – Rachael Boynton, Call Centre Helper
• Paul Weald – Contact Centre Innovator

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• Mike Murphy – Genesys

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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
• Winning tip – “When driving improvements on a metric be aware how it may impact other areas e.g. driving reductions in AHT may sacrifice quality” thanks to Kay6.

Original Webinar date: Thursday 12th October 2017