Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2018)

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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 - Headshot
Customer Experience Foundation
Mike Murphy - Headshot
Mike Murphy
Genesys
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper
Author: Rachael Trickey

Published On: 24th Aug 2018 - Last modified: 21st Feb 2024
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