{"id":84390,"date":"2018-08-02T08:42:56","date_gmt":"2018-08-02T15:42:56","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=84390"},"modified":"2019-07-25T07:27:04","modified_gmt":"2019-07-25T14:27:04","slug":"the-latest-thinking-on-contact-centre-metrics","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/the-latest-thinking-on-contact-centre-metrics","title":{"rendered":"The Latest Thinking on Contact Centre Metrics"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\"><strong>Callcentrehelper.com \u2013 Webinar Series 2018<\/strong><\/p>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h1>The Latest Thinking on Contact Centre Metrics<\/h1>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<h2>Thursday 13th September 2018 &#8211; 1pm BST \/ 2pm CET<\/h2>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text]Are you using the best contact centre metrics? Are you measuring the right things, to improve performance?<\/p>\n<p>In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.<\/p>\n<p>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.<\/p>\n<p><strong>Topics to be discussed<\/strong><\/p>\n<ul>\n<li>The Best Metrics for your Contact Centre<\/li>\n<li>The Latest Thinking on Metrics<\/li>\n<li>Using metrics to drive change and improve advisor performance<\/li>\n<li>Customer Satisfaction CSAT and DSAT<\/li>\n<li>NetPromoter Scores NPS<\/li>\n<li>First Contact resolution FCR<\/li>\n<li>Customer Effort Scores Customer Effort<\/li>\n<li>Quality Scores<\/li>\n<li>Average Handling time<\/li>\n<li>Adherence and Shrinkage<\/li>\n<li>Productivity metrics<\/li>\n<li>The role of Technology<\/li>\n<li>Top Tips from the Audience<\/li>\n<\/ul>\n<p>This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;311355&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Mike Murphy<\/strong><br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;313068&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Rachael Boynton<\/strong><br \/>\nCall Centre Helper<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;313358&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Morris Pentel<\/strong><br \/>\ne-score.today<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"btn-container justify-content-start \"><a class=\"btn small btn-primary\" href=\"https:\/\/www.callcentrehelper.com\/new-webinars\/registration.php?id=5195871230887803393\" target=\"_blank\" style=\"width:auto;\" rel=\"\" >Register Here<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Callcentrehelper.com \u2013 Webinar Series 2018 [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text] [\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text] Thursday 13th September 2018 &#8211; 1pm BST \/ 2pm CET [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]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 [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-84390","webinars","type-webinars","status-publish","hentry"],"acf":{"w_tycontent":"<p>Thanks for your interest in &#8216;Getting to Iconic \u2013 How leading brands balance technology and human talent to deliver exceptional CX&#8217;! Please check your email for the webinar details. Be sure to whitelist enterprise.programs@genesys.com<\/p>\n","w_sdate":"09\/13\/2018 10:00 pm","w_edate":"09\/13\/2018 11:00 pm","w_scope":"single","resource_next_steps":"","w_single_timezone":"","item_nav_hide":"no","utm_pass":false,"meta_title":"Exploring the latest contact centre metrics | Genesys","meta_description":"In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation."},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/84390","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/84390\/revisions"}],"predecessor-version":[{"id":313356,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/84390\/revisions\/313356"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=84390"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=84390"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=84390"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=84390"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=84390"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=84390"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=84390"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=84390"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=84390"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=84390"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=84390"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}