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Contact Center and Customer Experience Metrics that Matter

On Demand Webinar featuring Guest Speakers Irwin Lazar and Lisa Durant from Nemertes

Customer satisfaction (CSAT) score is one of the most important measures of success for a company or its contact center. However, multiple factors can influence CSAT scores, and CSAT isn’t the only metric that provides insight into customer experience (CX) and satisfaction.

View the on-demand webinar now! Based on the results of Nemertes benchmark data we will look at some new metrics that contact centers need to measure to gain deeper insight into customer experiences such as transactional Net Promoter Score (tNPS).

You will also learn:

  • Metrics that can measure and track CX and CSAT
  • Contact center metrics beyond traditional voice metrics such as first call resolution, average hold time that impact CSAT
  • Real-world examples and best practices and that can help you improve CSAT
  • How to select the metrics that matter most to your contact center

Meet the Speakers

Irwin Lazar
VP and Service Director
Nemertes Research

Lisa Durant
Research Analyst
Nemertes Research