The Latest Thinking on Contact Centre Metrics

Presented by

Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation

About this talk

Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance. In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation. Topics to be 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

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