Identify what should be measured, why it should be measured, and how to collect the data that counts!
This one-day course will teach you to track metrics that support your contact center strategy, the relationship between those metrics, and how to analysis the accrued data. You’ll gain practical, proven techniques to leverage key findings to identify root causes of inefficiencies and successes within your contact center. Plus, assess the effectiveness of your service delivery across all contact channels.
Learn critical key performance indicators in the following categories; quality, accessibility, efficiency, cost performance, and strategic impact.
You will leave this course with a clear understanding of call center metrics and which measures you should be tracking for your center. Move beyond simple benchmarks to understand how you can set the right goals for your unique contact center.
Course Topics Include:
- Setting Key Performance Indicators
- First Contact Resolution
- Measuring Agent Performance
- Contact Center Return on Investment
- Application of Metrics
Course Materials:
- Printable Slide Presentation
- Industry Articles
- A Five-Step Performance Development Plan for Revving Up Call Quality
- Are Agents Delivering on the Promise Your Company Makes to Customers?
- Avoiding Conflicting Objectives
- Call Center Budgets: Volume Related vs. Fixed
- Communicating Call Center Dynamics to Senior Management
- Establishing and Meeting Call Center Performance Objectives: Part 1-3
- Focusing on First-Call Resolution
- Forecast Accuracy: The Most Important Metric You're Not Measuring
- How Key Performance Indicators (KPIs) are Evolving
- Maximizing the Value of Your Call Monitoring Program
- Measuring the Customer Experience
- The Employee-Customer Satisfaction Link
- Understand the Employee-Customer Satisfaction Link for Positive Impact
- Understanding How Queues Behave
- Validating Performance Measurements
- Handouts
Who should attend?
Directors, managers, analysts, and supervisors tasked with measuring and reporting on contact center operations up through the organization.
Course Length:
This course is delivered over one-day in a classroom setting.
"Measuring Contact Center Effectiveness was excellent. Learning more about the drivers that should be key vs. secondary in the contact center and why was extremely useful. The content we learned will help to further strengthen our program."
Karen Greco
Sr. Manager, Service Quality
Albridge Solutions