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Take the data you’ve gathered and put it to good use. By applying metrics and developing the appropriate reports, you can harness information related to customer experience to positively impact call center performance.
You’ve identified KPIs and gathered the information that matters most to your organization. Now it’s time to clearly present how it will be used to reach your call center’s key improvement goals and assign specific action items to the appropriate people. Through ICMI’s Contact Center Metrics: Building Reports and Communicating Their Meaning virtual classroom course, you’ll learn how to most effectively apply what you’ve learned to create great reports that will help justify actions you feel need to be taken, including staffing decisions.
This course details how to begin applying the metrics you have selected as key performance indicators. We’ll help you answer the question “who’s responsible for what?” at the supervisor, manager and quality assurance, Workforce Management (WFM), and agent levels to establish the accountability that is crucial to using KPIs.
You’ll learn ICMI’s Seven Steps to Effective Reporting, so you can create reports to meet all stakeholder needs. We’ll also review common pitfalls to avoid when creating and using reports. You’ll even learn to go beyond static reports to learn how to link strategic initiatives with ongoing performance measures.
This course includes:
- Applying metrics at all levels of your organization: Who’s responsible for what
- How to create reports that meet stakeholder needs
- ICMI’s Seven Steps to Effective Reporting
- Sample reports for agents, managers and executives
- Reporting “no-no's”: Common Pitfalls to Avoid
- Tips on communicating beyond the typical reports
Who Should Attend?
- Directors
- Managers
- Supervisors who want to drive the behaviors that are required for success using the right metrics at the right time
Course Length and Delivery Method
This course is a live, virtual two hour course. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Sample Agent Scorecard
- Quality Correlation Analysis Report
- Report Matrix
- How ACDs Calculate Service Level
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Related Course
Contact Center Metrics: What Metrics Matter and Why
Cancellation Policy
Please take a moment to read the cancellation policy.
