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ACD DATA - USE ACD DATA TO MANAGE CENTER PERFORMANCE
Who should attend?
This 2-day workshop is designed to understand which data is most critical and where to focus on statistics to measure the success of your agents and the center.
What will you learn?
Learn the value of different measures and how to use them to determine your center's success. What are the formulas behind ACD statistics? Look at and understand Service Level, Average Speed of Answer, Abandoned Calls, Handle and Talk Times and Occupancy.
Key Learning Points
This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.
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