
In this webinar we looked at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.
Agenda
- Introductions – Rachael Boynton, Call Centre Helper
- Morris Pentel – Customer Experience Foundation

- Mark Lockyer, CallMiner

Topics to be discussed
- Measuring Customer Satisfaction
- Comparing different metrics
- CSAT scores
- NetPromoter Score
- Customer Effort Score
- Net Emotional Value
- Which method works 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
- Winning tip – “#tip it’s also important to consider the channel for checking satisfaction, related to the visual / emotional scale. Just because a customer contacts via twitter for example, they might actually be wanting someone to talk to” thanks to Ellen2.
Original Webinar date: Thursday 15th February 2018
Read more about - Recorded Call Centre and Customer Experience Webinars, CallMiner