Recorded Webinar: Measuring Customer Satisfaction



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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- Headshot
Morris Pentel
Customer Experience Foundation
Mark Lockyer- Headshot
Mark Lockyer
CallMiner
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 CallMiner


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How to Calculate a Customer Satisfaction Score (CSAT)
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Hand putting wooden five star shape on table.
Measuring Customer Satisfaction and Why It’s So Important
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