Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019) Related Articles Recorded Webinar: Driving Down Repeat Contact 10 Metrics to Help You Measure the Customer Experience Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Recorded Webinar: New Thinking on Improving Quality 674 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys, Jo Hale 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. Agenda Introductions – Rachael Trickey, Call Centre Helper Jo Hale, Customer Services Expert Click here to view the slides Mike Murphy, Genesys 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 Panellists Jo Hale Customer Services Expert Mike Murphy Genesys Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Register Now! Author: Rachael Trickey Published On: 8th Jul 2019 - Last modified: 23rd Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys, Jo Hale Recommended Articles Recorded Webinar: Driving Down Repeat Contact 10 Metrics to Help You Measure the Customer Experience Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Recorded Webinar: New Thinking on Improving Quality Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 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