– Webinar Series 2018

The Latest Thinking on Contact Centre Metrics

Thursday 13th September 2018 – 1pm BST / 2pm CET

Are you using the best contact centre metrics? Are you measuring the right things, to improve performance?

In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.

Topics to be discussed

  • The Best Metrics for your Contact Centre
  • The Latest Thinking on Metrics
  • Using metrics to drive change and improve advisor performance
  • Customer Satisfaction CSAT and DSAT
  • NetPromoter Scores NPS
  • First Contact resolution FCR
  • Customer Effort Scores Customer Effort
  • Quality Scores
  • Average Handling time
  • Adherence and Shrinkage
  • Productivity metrics
  • The role of Technology
  • Top Tips from the Audience

This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.

Meet the Speakers

Mike murphy 250

Mike Murphy

Rachael boynton 250×250

Rachael Boynton
Call Centre Helper

Morris pentel 250

Morris Pentel