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.
Topics 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
Panellists
Paul Weald
Contact Centre Innovator
Mike Murphy
Genesys
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Genesys
