Recorded Webinar: How to Best Use Contact Centre Metrics


“You can’t manage what you can’t measure” is a popular management adage. In this webinar we looked at how you can use the right measures in your business and look at how you can benchmark yourself against internal and external measures.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Natalie Calvert, CX High Performance
Natalie Calvert slides on how to be successful with contact centre metrics

Click here to view the slides

  • Justin Robbins, Talkdesk
Justin Robbins slides om how to use call centre metrics to drive success

Click here to view the slides

Topics Discussed

  • The right measures for Contact Centre performance
  • Benchmarking yourself against other companies
  • Changing advisor behaviours
  • Industry Standards for Call Centre Metrics
  • Spotlighting customer satisfaction
  • Pinpointing performance gaps
  • First Contact Resolution
  • Net Promoter Scores
  • Customer Effort Scores
  • The use of Technology
  • Top Tips from the Audience
  • Winning tip – “You need to observe behaviors and ask for the story behind the numbers in addition to the metrics. There is always a story behind the number and you need to ask what really drove that result and observe as well.” thanks to Suzanne14

Original Webinar date: March 2019


Natalie Calvert - Headshot
Natalie Calvert
CX High Performance

Justin Robbins - Headshot
Justin Robbins

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 15th Mar 2019 - Last modified: 28th Feb 2023
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