Webinar Replay: The New Thinking for Contact Centre KPIs

Peter Drucker once famously quoted “Only what gets measured, gets managed”. Therefore, if what you’re measuring is irrelevant and out of date, you are very likely wasting valuable time across your people and processes in managing behaviours that aren’t helping you achieve your true goals.

That’s why it’s so important to regularly review your KPIs. Not only to check that they align with what you are really trying to achieve, but also to maintain a competitive edge in your customer service experience.

So where do you start with bringing your KPIs up to date? Watch this webinar, where our panel of experts explore the latest thinking in contact centre KPIs and how to give your current strategy a much-needed refresh.

What You Will Learn:

• Which KPIs have stood the test of time
• The new KPIs you need to add into the mix
• How outdated KPIs strategies can harm CX
• What best practice looks like in 2025