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
- Mike Murphy, Genesys
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
