Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019)


Over the past few years, there have been many “break-through” metrics including the Net Promoter Score, Customer Effort and Customer Emotion. But these metrics haven’t always lived up to their hype.

In this webinar, we gave a practical assessment of where we are now – in terms of real-time, historical and customer metrics – before making reasonable predictions for the future.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Jo Hale, Customer Services Expert
Jo Hale Webinar Slides on Customer Metrics

Click here to view the slides

  • Mike Murphy, Genesys
Mike Murphys Webinar Slides on the Latest in contact centre metrics

Click here to view the slides

Topics Discussed

  • Contact centre benchmarking
  • Aligning metrics with business strategies
  • Choosing the best metrics for you
  • Getting the most from your metric scores
  • Metrics for the future
  • The role of technology
  • Top tips from the audience
  • Winning tip –“We invite our board to a ‘back to the floor’ session bi-annually. Great opportunity for agents to showcase their abilities and for the board to truly understand what challenges customers have when corresponding with the business” thanks to Heather15

Original Webinar date: 12th September 2019


Jo Hale - Headshot
Jo Hale
Customer Services Expert
Mike Murphy - Headshot
Mike Murphy
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

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Author: Rachael Trickey

Published On: 8th Jul 2019 - Last modified: 23rd Apr 2024
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