Foundations in Contact Center Metrics

Succeeding with Call Center Metrics course tagline

Managing a contact center’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.

This course equips contact center leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the contact center’s business impact.

Course Outline

Module 1: Defining Contact Center Success

Leading and Lagging Indicators
Six Principles of Managing Metrics

Module 2: Categories of Contact Center Key Performance Indicators

Seven Categories of Key Performance Measures
Metrics used to Measure and Manage

Module 3: A Data-Driven Approach to Contact Center Improvement

Role of Metrics in the Data Center
Identify improvement opportunities and priority
Identify Root Cause
Analyze Data

Module 4: Leveraging Contact Center Data for Business-wide Transformation

Change Management
Influencing Change

Module 5: Looking to the Future of Contact Center Metrics

Two Key Factors in Driving the Future
Future Contact Center Predictions

Who Should Attend

Managers
Directors
Executives

What You Will Learn

Understand how metrics can help you measure and achieve success
The primary categories of contact center metrics
Methods for driving buy-in and adoption of key performance indicators
How to keep metrics evolving into your contact center’s future

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List Price: Varies

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

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