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

Panellists

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