Recorded Webinar: Contact Centre Metrics (2017)

Related Articles
generic webinar replay image
Recorded Webinar: Metrics- Surpassing Industry Standards
generic webinar replay image
Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019)
A photo of children reaching to measure
10 Metrics to Help You Measure the Customer Experience
Colored billiard balls arranged in numerical order - metrics concept
Mastering Contact Centre Metrics: A Guide for Success
Genesys AI Program box
1,200
Filed under - Recorded Call Centre and Customer Experience Webinars,

Are you measuring the right things in your contact centre? What are the best metrics to use?

In this webinar, we discuss the latest thinking behind contact centre metrics and how they are best used across digital channels, making suggestions of the measurements that may benefit your contact centre.

Topics Discussed

  • Commonly used customer service metrics
  • The latest thinking in contact centre metrics
  • Measurements vs targets
  • Efficiency vs outcomes
  • Combining metrics
  • Quality vs quantity
  • Measuring productivity
  • The best metrics for digital channels
  • Top tips from the audience

Panellists

Paul Weald - Headshot
Paul Weald
Contact Centre Innovator

Mike Murphy - Headshot
Mike Murphy
Genesys

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 9th Oct 2017 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

Follow Us on LinkedIn

Recommended Articles

Recorded Webinar: Metrics- Surpassing Industry Standards
Webinar on the the latest thinking on contact centre metrics
Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019)
A photo of children reaching to measure
10 Metrics to Help You Measure the Customer Experience
Colored billiard balls arranged in numerical order - metrics concept
Mastering Contact Centre Metrics: A Guide for Success