Recorded Webinar: Measuring Customer Satisfaction

Page Views

Written by Rachael Trickey

In this webinar we look at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.

Topics Discussed

  • Measuring Customer Satisfaction
  • Comparing different metrics
    • CSAT scores
    • NetPromoter Score
    • Customer Effort Score
    • Net Emotional Value
  • Which methods work best
  • Calibration across channels
  • The right times to measure customer satisfaction
  • Pitfalls to avoid
  • Using Customer Satisfaction to drive change
  • Use of technology
  • Top tips and Questions from the audience

Panellists

Morris Pentel - Headshot
Customer Experience Foundation
Mark Lockyer - Headshot
Mark Lockyer
CallMiner
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

Read more by Rachael Trickey