Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: KPIs for LiveChat and Social Media

Published On: 6th Aug 2026 08:00

In this webinar we explore the best KPIs and Metrics to use for Live Chat, Social Media and other Digital Channels.

Topics Discussed

The best metrics for Live Chat and Social Media
Tracking visitors from the web site
Dealing with Concurrency in Live Chat
How AHT changes with Concurrency in Live Chat
Customer Satisfaction Scores (CSAT)
First Contact Resolution
Social Media resolution Rates
Joining up metrics across channels
Response times for LiveChat, Social Media and email
The role of technology
Top Tips from the Audience

Panellists

Phil Anderson

The Forum

Stephanie Liais

RingCentral

Rachael Trickey

Call Centre Helper

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