Recorded Webinar: KPIs for LiveChat and Social Media



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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- Headshot
Phil Anderson
The Forum
Stephanie Liais- Headshot
Stephanie Liais
RingCentral
Rachael Trickey- Headshot
Rachael Trickey
Call Centre Helper

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


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