Recorded Webinar: How to Best Use Contact Centre Metrics Related Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: Best Practices in Workforce Management Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers 617 Filed under - Recorded Call Centre and Customer Experience Webinars, Talkdesk “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. Agenda Introductions – Jonty Pearce, Call Centre Helper Natalie Calvert, CX High Performance Click here to view the slides Justin Robbins, Talkdesk 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 Panellists Natalie Calvert CX High Performance Justin Robbins Talkdesk Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Author: Rachael Trickey Published On: 15th Mar 2019 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Talkdesk Recommended Articles Recorded Webinar: The Secrets of WFM (2019) Recorded Webinar: Best Practices in Workforce Management Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Report: 5 Ways to Design Virtual Agents and Chatbots Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter