Recorded Webinar: Contact Centre Metrics

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Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys

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

In this webinar, we discussed 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.

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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.