Agenda
- Introductions - Jonty Pearce, Call Centre Helper
- Natalie Calvert, CX High Performance

- Justin Robbins, Talkdesk

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
Panellists

Natalie Calvert
CX High Performance

Justin Robbins
Talkdesk

Jonty Pearce
Call Centre Helper

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