Recorded Webinar: The Latest Thinking on Contact Centre Metrics

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Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys

Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.

In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

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
Winning tip – “The “spiral of positivity” is a good one to use.
It could be the customer or a team member but you gauge where they are on the spiral and your aim is to get them to the top by the end of the discussion.” thanks to Michala1