Recorded Webinar: Contact Centre Metrics


Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Paul Weald – Contact Centre Innovator
Webinar Slides: Contact Centre Metrics by Paul Weald

Click here to view the slides

  • Mike Murphy – Genesys
Webinar Slides: Contact Centre Metrics by Mike Murphy

Click here to view the slides

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







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