Carolyn Blunt, MD, Ember Real Results
Chris Ward, Editor, MyCustomer
Jafar Adibi, Head of AI and Data Science, Talkdesk
A contact centre’s success ultimately hinges on their ability to effectively identify, measure and achieve key performance indicators (KPIs). But how do you know if your performance is competitive – or even if you’re measuring the right thing?
Join MyCustomer’s Chris Ward, contact centre expert Carolyn Blunt, MD of Ember Real Results and Talkdesk’s Head of AI & Data Science, Jafar Adibi as they share the findings of Talkdesk’s new Contact Center KPI and Benchmarking Report, lifting the lid on how to define and measure service success, and sharing statistics that will enable businesses to compare their metrics to industry averages.
As well as exploring the key trends in contact centre KPIs, the panel will also speculate how these service metrics will evolve in the future to accommodate changing customer expectations and new contact centre technologies.