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

Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys