The Leading Contact Centre Magazine

Recorded Webinar: KPIs for LiveChat and Social Media

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In this webinar we explored the best KPIs and Metrics to use for Live Chat, Social Media and other Digital Channels.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Phil Anderson, The Forum

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  • Stephanie Liais, RingCentral

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Topics to be discussed

  • The best metrics for Live Chat and Social Media
  • Tracking visitors from the web site
  • Dealing with Concurrency in Live Chat
  • How AHT changes with Concurrency in Live Chat
  • Customer Satisfaction Scores (CSAT)
  • First Contact Resolution
  • Social Media resolution Rates
  • Joining up metrics across channels
  • Response times for LiveChat, Social Media and email
  • The role of technology
  • Top Tips from the Audience
  • Winning tip – “Community led Social Media can be great for business, however it is important to ensure the information being delivered is correct. They are indirectly the face of your business.” thanks to Shane12

Original Webinar date: November 2018

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This webinar was brought to you by Call Centre Helper and is sponsored by RingCentral.

Click here to view the replay.

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