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Succeeding with Metrics

Coures Description

In this workshop, MetricNet’s research, gathered from literally thousands of Contact Center benchmarks, will illustrate that the vast majority of contact centers use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, a contact center misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs. The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.


Course Outline
  • KPIs, Metrics, and Measures – What’s the Difference?
  • Empirical Evidence for Performance Measurement and Management
  • Vision of the Mature Metrics Organization
  • World-Class Performance Defined
  • The Contact Center Metrics Hierarchy
  • The Dilemma with Contact Center KPIs
  • The Most Common Contact Center Metrics
  • Tool Download – KPI Definitions
  • Update Your Personal Action Plan
  • The 80/20 Rule for Contact Center KPIs
  • Industry Averages and Ranges for Contact Center KPIs
  • KPI Statistics – Min, Max, Average, Median, and Quartiles
  • Cost vs. Quality – The Foundation Metrics
  • Introduction to the Balanced Scorecard
  • Tool Download – Balanced Scorecard Template in Excel format
  • Group Exercise (one group) – Populating the Balanced Scorecard
  • The Balanced Scorecard Trend
  • The Balanced Scorecard Benchmark
  • Cause-and-Effect for Contact Center KPIs
  • Empirical Data – Key Cause-and-Effect Relationships
  • Update Your Personal Action Plan
  • Introduction to Benchmarking
  • Reporting vs. Benchmarking
  • Measure, Diagnose, Plan, Act!
  • Group Exercise (multiple groups) – Case Study Using Actual Service Desk Benchmarking Data

  • The Process/Performance Linkage
  • Empirical Process Maturity Data
  • Update Your Personal Action Plan

  • Cost Center vs. Value Center
  • The ROI of Contact Center
  • Tool Download – ROI Calculator in Excel Format
  • Group Exercise (single group) – Populating the ROI Calculator
  • Establishing Performance Goals in Contact Center
  • Driving Accountability Through Metrics
  • Agent/Technician Performance Goals
  • The Agent/Technician Scorecard
  • Pain Points Review
  • Course Review
  • Finalize Your Personal Action Plan

Who Should Attend
  • Managers
  • Directors
  • Executives

What You Will Learn
  • Track and trend performance over time
  • Benchmark performance vs. industry peers
  • Identify strengths and weaknesses in contact centers
  • Diagnose and understand the underlying drivers of performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the contact center
  • Initiate actions that yield sustainable, measurable performance gains
  • This workshop will include group activities, exercises, tools, and take-aways that can be implemented immediately in your contact center

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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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