Recorded Webinar: Measuring Customer Satisfaction

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

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• Mark Lockyer, CallMiner

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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