Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Contact Centre Metrics (2017)

Published On: 6th Aug 2026 08:00

Are you measuring the right things in your contact centre? What are the best metrics to use?

In this webinar, we discuss the latest thinking behind contact centre metrics and how they are best used across digital channels, making suggestions of the measurements that may benefit your contact centre.

Topics Discussed

Commonly used customer service metrics
The latest thinking in contact centre metrics
Measurements vs targets
Efficiency vs outcomes
Combining metrics

Quality vs quantity
Measuring productivity
The best metrics for digital channels
Top tips from the audience

Panellists

Paul Weald

Contact Centre Innovator

Mike Murphy

Genesys

Rachael Trickey

Call Centre Helper

Recorded Webinar: Contact Centre Metrics (2017)

Topics Discussed

Panellists

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