Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2018)

Published On: 6th Aug 2026 08:00

Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.

In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

Topics Discussed

The Best Metrics for your Contact Centre
The Latest Thinking on Metrics
Using metrics to drive change and improve advisor performance
Customer Satisfaction CSAT and DSAT
NetPromoter Scores NPS
First Contact resolution FCR
Customer Effort Scores Customer Effort
Quality Scores
Average Handling time
Adherence and Shrinkage
Productivity metrics
The role of Technology
Top Tips from the Audience

Panellists

Customer Experience Foundation

Mike Murphy

Genesys

Rachael Trickey

Call Centre Helper

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