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.
Workbook Sneak Peek
Get an inside look at the course content, with lessons taken right from the official workbook!
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