Recorded Webinar: The New Thinking for Contact Centre KPIs Related Articles Recorded Webinar: How to Transform CX Recorded Webinar: New Thinking on Improving Quality Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership 773 Filed under - Recorded Call Centre and Customer Experience Webinars, Katie Stabler, Talkdesk When was the last time you took a hard look at your Key Performance Indicators (KPIs) and really thought about how they link to your contact centre and customer experience goals? It has likely been a while, but you know this is an important task. It’s just knowing where to start… Fortunately, we recorded this webinar to help, as we uncovered the latest thinking behind contact centre KPIs and suggested how to adapt what you measure to spot key trends in your contact centre’s performance. Agenda Introductions – Charlie Mitchell, Call Centre Helper Katie Stabler, CULTIVATE Customer Experience by Design Click here to view the slides Tiffany Milligan, Talkdesk Click here to view the slides Topics Discussed Original Webinar date: 24th September 2020 Webinar Timeline 0:15: Introductions – Charlie Mitchell, Call Centre Helper 4:16: Katie Stabler, Cultivate Customer Experience by design Presentation 7:36: Poll with results from the audience. Asking “Has Your Organisation Fallen Victim to any of the Following TOXIC KPI Behaviours?” 18:29: Take-aways from Katie’s presentation 19:34: Quiz 24:27: Top Tips, Opinions and Questions from the audience 31:32: Tiffany Milligan, Talkdesk Presentation 37:38: Poll with results from the audience. Asking “How did You Set Your Service Level Targets?” 49:37: Take-aways from Tiffany’s presentation 51:34: Top Tips, Opinions and Questions from the audience 59:02: Winning Tip Panellists Katie Stabler CULTIVATE Tiffany Milligan Talkdesk Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Author: Rachael Trickey Published On: 17th Sep 2020 - Last modified: 22nd Jul 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Katie Stabler, Talkdesk Recommended Articles Recorded Webinar: How to Transform CX Recorded Webinar: New Thinking on Improving Quality Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Related Reports Guide: Creating a Culture of Compassion in Retail Contact Centers Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter