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
