The Worlds Largest Contact Centre Online Community
The Worlds Largest Contact Centre Online Community
Close
10th June 2015
In this webinar, we will be discussing the latest thinking in contact centre measurement.
Contact centres have seen a big change in the ways that we use metrics. NetPromoter, Customer Effort Scores and even Average Handling Time have declined in popularity. So what has replaced them? Join us for this webinar to find out.
Thursday 11th June 2015
Panellists
• Mike Murphy – Interactive Intelligence
• Richard Snow – Ventana Research
• Jonty Pearce – Call Centre Helper
Topics discussed
• The latest thinking in contact centre metrics
• Measurements vs Targets
• Efficiency vs Outcomes
• First Contact Resolution
• Average Handling Time
• NetPromoter Scores
• Customer Effort
• Quality Scores
• Sales metrics
• The best metrics for digital channels
• Top tips from the audience
Sponsored by Interactive Intelligence.
This webinar will be held at:
• 1.00pm UK time
• 2pm in Paris
• 2pm South Africa
• 8am in New York
This webinar was brought to you by Call Centre Helper and is sponsored by Genesys
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
Connect with Megan on LinkedIn
Read more by Megan Jones
Contact Centre Reports, Surveys and White Papers straight to your inbox!
Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.
Close
24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
" alt="Reducing Abandoned Calls by Understanding Why">
" alt="The Real Causes of Burnout in Contact Centres – And How to Stop It">
" alt="Gartner Releases Magic Quadrant for CCaaS 2025">
" alt="Genesys Launches Advanced Agentic AI at Xperience 2025">