Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2018) Related Articles Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019) Recorded Webinar: New Thinking on Improving Quality Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership How to Use Inbound Call Centre Metrics to Drive Performance 1,070 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys, Morris Pentel Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance. In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation. Topics Discussed The Best Metrics for your Contact Centre The Latest Thinking on Metrics Using metrics to drive change and improve advisor performance Customer Satisfaction CSAT and DSAT NetPromoter Scores NPS First Contact resolution FCR Customer Effort Scores Customer Effort Quality Scores Average Handling time Adherence and Shrinkage Productivity metrics The role of Technology Top Tips from the Audience Panellists Morris Pentel Customer Experience Foundation Mike Murphy Genesys Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 24th Aug 2018 - Last modified: 21st Feb 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Morris Pentel Recommended Articles Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019) Recorded Webinar: New Thinking on Improving Quality Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership How to Use Inbound Call Centre Metrics to Drive Performance Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter