Recorded Webinar: Measuring Customer Satisfaction

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

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