Recorded Webinar: 5 Things you NEED to be Analysing in your Contact Centre

There is so much customer and advisor insight available to us in the contact centre, but most of us stick to analysing the conventional metrics.

Sure, we can benchmark customer satisfaction, dig-into attrition rates and track repeat calls – these all have their merits. But, what else should we be looking at?

In this webinar, we explored those areas of our contact centre’s performance that are too often underappreciated and highlight why you need to start analysing them.

Agenda

Introductions – Jonty Pearce, Call Centre Helper
Duncan White, horizon2

Duncan White's slides on 5 things to analyse in your contact centre

Click here to view the slides

Ben Fuggles, NICE Nexidia

Ben Fuggles slides on 5 things to analyse in your contact centre

Click here to view the slides

Webinar Timeline

0:15: Introductions – Jonty Pearce, Call Centre Helper
4:45: Duncan White, horizon2 Presentation
11:15: Poll with results from the audience. Asking “What Percentage of Your Customers Contact You Every Month?”
24:01: Poll with results from the audience. Asking “Which Channel Gives the Best Customer Satisfaction?”
29:02: Take-aways from Duncan’s presentation
23:38: Quiz
33:40: Top Tips, Opinions and Questions from the audience
38:40: Ben Fuggles, NICE Nexidia Presentation
48:34: Poll with results from the audience. Asking “When did you Last Map Your Customer Journeys?”
54:12: Take-aways from Ben’s presentation
54:29: Top Tips, Opinions and Questions from the audience
58:55: Winning Tip

Topics Discussed

Where can you find great value in analysing performance?
How to turn your analysis into actionable insights
Improving contact centre reporting
Where you may be wasting time
Using specialist tools for additional insights
Top tips from the audience
“While journey tracking is a great way to isolate the best starting point for analytics. Don’t let it distract your focus from the bigger picture. It’s all too easy to focus on one small issue without looking wider” thanks to Alex12