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The Power of Metrics and Data

The amount of data available in contact centers can be overwhelming. This course can help the front-line manager understand metrics, what they mean and how they are best used, as well as tools for observing and analyzing data in order to identify, implement, and sustain performance and process improvements. 

 


Module 1: Metrics Basics

  • Why do we need metrics?
  • 6 things you should know about metrics
  • Five categories of measurements and primary and secondary metrics in each category
    • Accessibility metrics
    • Quality metrics
    • Efficiency metrics
    • Cost performance metrics
    • Strategic impact metrics


Module2: Metrics and Process Improvements

  • The role of metrics in process improvement
  • Identifying improvement opportunities
  • What does process improvement mean?
  • Dos and don’ts of looking at data


Module 3: Tools of Observation

  • Monitoring contacts
  • Auditing transactions
  • The Gemba
  • The power of observation
  • Where to look: Activities that don’t add value
  • When to optimize, minimize, and eliminate


Module 4: Tools of Analysis

  • PDSA (Plan • Do • Study • Act)
  • Control charts
  • Scatter diagrams
  • Trend analysis
  • Root cause analysis
  • Resource • Ability • Willingness analysis


Module 5: Sustaining Improvements

  • Things to consider
  • Deeply listening
  • Being brave
  • Action planning

  • Front-line supervisors, both newly promoted or experienced

  • The role of metrics in process improvement and performance management, and tips for sustaining improvements
  • Five categories of metrics, with primary and secondary measurements, what they mean, and recommendations on how to best use them
  • Tools for observing, analyzing, and making the most of metrics and data to improve performance

 

List Price: Varies

Course Duration: 1 Day

This is a 1 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.

 

Client Site Training

Bring this course to your facility.

Price Varies


Virtual Classroom

Live, online instructor-led training.

Aug 8, 2019
9:30 am-5:30 pm ET

$999