About the Event
Tuesday, October 26 at 2:00pm EST
Your contact centre is in constant motion, as customer behaviours, channel preferences, and organizational goals evolve. Along with these changes, metrics and KPIs evolve as well.
Contact centres that rely on traditional metrics, mostly related to phone interactions, run the risk of being left behind. Your contact centre needs to adjust operational metrics to stay aligned with providing an exceptional customer experience and meeting company objectives.
Join us Tuesday, Oct. 26 at 2 EST to learn how you can stay in front of the right metrics, and ensure CSAT and the customer experience are always front and centre.
- Communication channel trends and which KPIs are most important to track for each
- How to analyze what drives customers to get in touch and tie those drivers back to operations that impact the customer experience
- The business goals behind specific KPIs and how they impact customer experience
Date and Time
Tuesday 26th October 2021