DATE: 9TH AUGUST
Gone are the days when ‘average handle time’ was the main driver for advisor performance. These days ‘appropriate handle time’ better captures what customer focussed brands concentrate on. ‘As you goal them, so they behave’ goes the saying. Given that, what are the key metrics you need to blend together as a scorecard that works for both your organisation and customers?
Join us for a webinar with industry expert Martin Hill-Wilson and explore the pros and cons of all the main internal and external metrics and how they impact your contact centre performance. Key topics include:
- What’s the value of metrics?
- Aligning metrics with the culture you want to embed
- Customer satisfaction versus customer effort versus Net Promoter Score. Which one is best for customers?
- What’s the balance of metrics that helps understand advisor performance in the context of customer experience?
- Which metrics help us understand overall contact centre effectiveness and value
I’m a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation..
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..