In this webinar we look at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.
Topics Discussed
- Measuring Customer Satisfaction
- Comparing different metrics
- CSAT scores
- NetPromoter Score
- Customer Effort Score
- Net Emotional Value
- Which methods work best
- Calibration across channels
- The right times to measure customer satisfaction
- Pitfalls to avoid
- Using Customer Satisfaction to drive change
- Use of technology
- Top tips and Questions from the audience
Panellists
Morris Pentel
Customer Experience Foundation
Mark Lockyer
CallMiner
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by CallMiner
