Recorded Webinar: What Are the Best KPIs for Your Contact Centre? 1,153 Filed under - Archived Content, Diabolocom Contact Centres thrive on measurements and Key Performance Indicators(KPIs). But which ones work well and which ones don’t? In this webinar we explored the best (and the worst) KPIs for the Contact Centre. Agenda Introductions – Jonty Pearce, Call Centre Helper Keith Gait MBA, Alchemy Telehealth Adam Samuels – Diabolocom Topics to be discussed KPIs that work The law of unintended consequences – where KPIs fail The latest research on Contact Centre KPIs Benchmarking KPIs Customer Satisfaction (CSAT) Net Promoter Score Customer Effort Score First Contact Resolution AHT as a KPI The Cobra Effect The best cocktail of KPIs The role of technology Top Tips from the audience Winning tip – “Try to measure the correlation between KPIs, unhappy agents can easily make unhappy customers, so by fixing one KPI you might actually fix more of them” thanks to Oliver9. Original Webinar date: Thursday 8th February 2018 Author: Rachael Trickey Published On: 31st Jan 2018 - Last modified: 15th Aug 2022 Read more about - Archived Content, Diabolocom 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