Recorded Webinar: The Best KPIs to Use in Your Contact Centre

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What are the best KPIs to use in your contact centre?

NetPromoter Score, First Contact Resolution, Average Handling Time, Customer Effort, Quality Scores Customer Satisfaction, Employee Engagement, Adherence, Forecast Accuracy.

With so many metrics out there it’s easy to get bogged down in detail and not see the wood for the trees.

In this webinar we look at the very best metrics to use in the contact centre.

Topics Discussed

  • What other contact centres are doing?
  • A review of the best measurements
  • NetPromoter Score, Average Handling Time, Customer Effort, Quality Scores Customer Satisfaction, Employee Engagement, Voice of the Customer, Adherence, Forecast Accuracy, Abandon Rates, Survey Completion Rates.
  • Goodhart’s law
  • Reporting style and frequency
  • Making collection and sending out of metrics easier

Panellists

Gerry Brown - Headshot
Gerry Brown
The Customer Lifeguard

Jonathan Wax - Headshot
Jonathan Wax
Nexidia

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 12th May 2017 - Last modified: 2nd Jan 2024
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