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
Panellists
Phil Anderson
The Forum
Stephanie Liais
RingCentral
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by RingCentral
