– Webinar Series 2019

The Latest Thinking on Contact Centre Metrics

Thursday 12th September 2019 – 2pm BST / 3pm CET

Over the past few years, there have been many “break-through” metrics including the Net Promoter Score, Customer Effort and Customer Emotion. But these metrics haven’t always lived up to their hype.
In this webinar, we give a practical assessment of where we are now – in terms of real-time, historical and customer metrics – before making reasonable predictions for the future.

Topics to be discussed

  • Contact centre benchmarking
  • Aligning metrics with business strategies
  • Choosing the best metrics for you
  • Getting the most from your metric scores
  • Metrics for the future
  • 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 Trickey
Call Centre Helper

Live Assistance

Live Assistance