Recorded Webinar: Metrics- Surpassing Industry Standards


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Wouldn't it be nice to improve your Customer Satisfaction Scores, boost your First Contact Resolution Rates and optimize your Service Level?

Of course it would!

In this webinar, we will show you how to do just that - taking a look at some of the industry's most widely used-metrics and presenting tried-and-tested methods of surpassing their industry standards.

Agenda

  • Introductions – Charlie Mitchell, Call Centre Helper
  • Miguel Caetano, Talkdesk
 Miguel Caetano slides from metrics webinar Click here to view the slides
  • Jason Roberts, Appropriate Consulting Limited
 Jason Roberts slides from metrics webinar Click here to view the slides
  • Katy Forsyth, Red Recruitment
 Katy Forsyth slides from metrics webinar Click here to view the slides

    Topics Discussed

    • What are the industry standards for key metrics?
    • How can you increase performance across these metrics?
    • The latest thinking on metrics
    • How to measure the right things
    • Is it time to rethink certain metrics?
    • Top tips from the audience
    • Winning tip – "We created a call evaluation form where empathy is one of the key factors, we decided on the measures by using call examples to create a benchmark. Involved the team in this as they are ones who take the calls. Every call is different so it's about having a mutual understanding of expectations - coaches also collaborate when evaluations for consistency. Please could you let us know if you would prefer chocolates or champagne and could we have your address so we can send this to you?" Thanks to louise28

    Original Webinar date: 21st January 2021

    Webinar Timeline

    0:22: Introductions – Charlie Mitchell, Call Centre Helper
    5:13: Miguel Caetano, Talkdesk Presentation
    18:02: Top Tips, Opinions and Questions from the audience
    23:37: Poll with results from the audience. Asking "Who Determines Which Metrics You Follow in the Contact Centre? "
    25:50: Jason Roberts, Appropriate Consulting Limited Presentation
    35:18: Take-aways from Jason's presentation
    37:01: Quiz
    41:03: Katy Forsyth, Red Recruitment Presentation
    53:02: Take-aways from Katy's presentation
    54:36: Top Tips, Opinions and Questions from the audience
    1:02:03: Winning Tip


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    Panellists

    Jason Roberts- Headshot
    Jason Roberts
    Appropriate Consulting Limited
    Katy Forsyth- Headshot
    Katy Forsyth
    Red Recruitment
    Miguel Caetano- Headshot
    Miguel Caetano
    Talkdesk
    Charlie Mitchell- Headshot
    Charlie Mitchell
    Call Centre Helper

    company logo
    This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk



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