Recorded Webinar: Metrics- Surpassing Industry Standards Related Articles What Are the Industry Standards for Call Centre Metrics? What Are the Contact Centre Service Level Standards? Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques 592 Filed under - Recorded Call Centre and Customer Experience Webinars, Talkdesk 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 Click here to view the slides Jason Roberts, Appropriate Consulting Limited Click here to view the slides Katy Forsyth, Red Recruitment 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 Panellists Jason Roberts Appropriate Consulting Limited Katy Forsyth Red Recruitment Miguel Caetano Talkdesk Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Author: Rachael Trickey Published On: 15th Jan 2021 - Last modified: 22nd Jul 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Talkdesk Recommended Articles What Are the Industry Standards for Call Centre Metrics? What Are the Contact Centre Service Level Standards? Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques Related Reports Guide: Creating a Culture of Compassion in Retail Contact Centers Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter