Recorded Webinar: Contact Centre Metrics (2017)


1,171

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 - Headshot
Paul Weald
Contact Centre Innovator

Mike Murphy - Headshot
Mike Murphy
Genesys

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 9th Oct 2017 - Last modified: 28th Feb 2023
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