Recorded Webinar: KPIs for LiveChat and Social Media


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

Topics 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


Phil Anderson - Headshot
Phil Anderson
The Forum

Stephanie Liais - Headshot
Stephanie Liais

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 9th Nov 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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