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
