Course OutlineUnit 1: Metrics Demystified
Understanding Metrics & Their Interrelationships
- Overview of the role of metrics in driving operational excellence within the contact center.
- Understanding the significance of metrics in achieving performance goals and delivering exceptional customer experiences.
- Exploration of essential performance metrics relevant to contact center operations and which ones are within a supervisor's sphere of influence.
- Discussion on key metrics that supervisors can directly or indirectly influence and their impact on overall performance.
Unit 2: From Data to Decisions
How Metrics Drive Success
- Introduction to tools and approaches for tracking and monitoring key performance metrics.
- Explore best practices in data analysis and root cause analysis for informed decision-making.
- Strategies for Improvement: Provide insights into strategies for improving contact center metrics such as quality, FCR, and schedule adherence.
Applied Learning Activities
Equips participants with essential skills for analyzing performance metrics to identify improvement opportunities. It focuses on the core competencies required to evaluate how metrics align with strategy and influence behavior. It covers key skills such as root cause analysis and prioritization. Demonstrates problem-solving through real-world case studies.
Interactive Experience
Through real-world case studies and scenario-based exercises, participants will have hands-on opportunities to apply what they learn. The course includes templates that help bridge the gap between operational understanding and performance optimization, ensuring participants leave with actionable insights and strategies.
Immediate Application
Supervisors leave with actionable plans and tools they can apply to optimizing operational excellence right away. Comprehensive Toolkit for Immediate Impact: An extensive reusable and customizable excel-based toolkit with templates, forms, tips, checklists, etc. These resources are designed to be applied immediately in the workplace, helping participants leverage metrics to monitor and enhance team and agent performance. No other contact center training organization supports such a valuable takeaway.