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

Read more about - Recorded Call Centre and Customer Experience Webinars, CallMiner