Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019)

Over the past few years, there have been many “break-through” metrics including the Net Promoter Score, Customer Effort and Customer Emotion. But these metrics haven’t always lived up to their hype.

In this webinar, we gave a practical assessment of where we are now – in terms of real-time, historical and customer metrics – before making reasonable predictions for the future.

Agenda

• Introductions – Rachael Trickey, Call Centre Helper
• Jo Hale, Customer Services Expert

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• Mike Murphy, Genesys

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Topics Discussed

• Contact centre benchmarking
• Aligning metrics with business strategies
• Choosing the best metrics for you
• Getting the most from your metric scores
• Metrics for the future
• The role of technology
• Top tips from the audience
• Winning tip –“We invite our board to a ‘back to the floor’ session bi-annually. Great opportunity for agents to showcase their abilities and for the board to truly understand what challenges customers have when corresponding with the business” thanks to Heather15

Original Webinar date: 12th September 2019

Panellists