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
Average Handling time
Adherence and Shrinkage
The role of Technology
Top Tips from the Audience
This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.