Contact Center Metrics: Making Sense of Measuring and Reporting

Go beyond the typical benchmarking data to discover which metrics are most important and how to measure and apply them to uncover a clear picture of how to track and improve the effectiveness of your contact center.

Contact center are saturated in data, but are you measuring what matters? Through ICMI’s Contact Center Metrics: Making Sense of Measuring and Reporting two-part virtual classroom course, you’ll be able to identify and use the metrics that most affect your ability to plan and meet strategic goals.

By labeling certain metrics as key performance indicators (KPIs), you’ll clarify what is important and what people should work on. In part one of the course, you’ll assess and understand each essential metric that supports the mission and vision of your organization, as well as learn which KPIs to monitor with intense scrutiny.

You’ll review the five categories of KPIs to learn what you should monitor and why. You’ll also review with a critical eye the most common KPIs and the advantages and disadvantages of each. Most importantly, you’ll discover which KPI you should measure, even if you measure nothing else.

In part two of the course, you’ll begin applying the metrics you have selected as key performance indicators. You’ll 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 develop reporting that meets all stakeholder needs using seven clear steps to effective reporting, as well as take a look at the 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.

Designed for Directors, Managers, and Supervisors who want to drive the behaviors that are required for success using the right metrics at the right time, including:

• Learning the key performance indicators that the best centers are using.
• Determining which key indictors require laser-like focus.
• Finding the data you need to calculate metrics
• Discovering which metrics apply to individual, management and center-wide performance.
• Developing reports for a variety of job roles.
• Uncovering the pitfalls and cautions in using various metrics and KPIs.

Who Should Attend?

Supervisors, Managers, and Directors who are responsible for measuring call center performance will benefit from this two-part virtual classroom course.

Course Length

This course is delivered in two virtual classroom sessions; each is a two-hour session. 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
• Industry Articles
• Establishing and Meeting Call Center Performance Objectives
• Forecast Accuracy: The Most Important Metric You're Not Measuring
• Call Center KPIs: A Look at How Companies are Measuring Performance
• Handouts
• Agent Scorecard
• Control Chart Exercise
• How ACDs Calculate Service Level Exercise
• Quality Correlation Analysis Report
• Report Matrix Example
• Report Scorecard

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.

Cancellation Policy

Please take a moment to read the cancellation policy.