Foundations in Contact Center Metrics

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

• Contact center managers and supervisors seeking to improve team performance and operational efficiency.
• Analysts and team leads responsible for interpreting and reporting on contact center data.
• Professionals new to contact center operations who want to build a strong foundation in metrics.

• Define the most critical contact center metrics and understand their impact on operations and customer experience.
• Analyze performance data to uncover trends, inefficiencies, and opportunities for improvement.
• Apply proven strategies to align metrics with business goals and customer expectations.
• Communicate insights effectively to stakeholders, ensuring buy-in and actionable outcomes.
• Optimize processes using data-driven decisions to enhance efficiency and customer satisfaction.

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.