The search for one single KPI to measure our contact centres' effectiveness continues. There are lots of options, including NPS, CSAT, FCR, and CES (customer effort score). But do they hold up? Isn't it time we found out the facts? This 60-minute webinar shows the progress being made towards really understanding what impacts customer satisfaction, retention and advocacy.

Cloud computing has great potential to renovate the end experience for the customer. Listen to this rebroadcast for a straightforward discussion of cloud computing strengths and challenges.

This panel discussion features Estaban Kolsky and Brent Leary, two social media thought leaders discussing the impact that social media is having on customer experience.

Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction.

The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues.

Consistent customer service with key metrics (call handle time and resolution) CAN be achieved with a legacy CIS.

Address key customer service issues with a new breed of unified customer service desktop solutions designed to improve agent productivity and the entire customer experience.

Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.

Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness.