Measuring Call Center Effectiveness

Sort through the maze of contact center data to determine the metrics that drive success in your center. Identify what should be measured, why it should be measured and how to collect the data that counts.

Price:
$945.00

As call centers grow increasingly complex, what constitutes effectiveness is increasingly difficult to measure. Reports can generate numerous metrics, but which ones really matter? Which ones will drive the right behaviors at the agent level, the team level and the management level?

Spend a day with ICMI to understand these metrics and determine which measures are right for your center. You'll get answers to the above questions, plus much more. Move beyond simple benchmarks to understand how you can set the right goals for your unique contact center.

Metrics will be examined from multiple perspectives and will focus on these key areas:

• Quality
• Accessibility
• Efficiency
• Cost performance
• Strategic impact

What gets measured, gets done – so be sure you are measuring the right activities at all levels in your center.

Register today and get answers to your questions, such as:

• Is first contact resolution an appropriate measure for your center? Do you know how to get the data you need to support it?
• Do you know the four ways to calculate service level? Do you know which one your ACD uses?
• Do you know what occupancy includes? How about adherence to schedule?
• Can a rising cost per contact be a good thing? What might that indicate?

Attend this seminar and you will:

• Gain confidence that you are measuring what matters most.
• Explain current results in the context of interrelated measures.
• Determine how to measure individual agent performance.
• Assess the effectiveness of service delivery across all contact channels.
• Understand the relationship of many key call center measures.
• Know how to take action after examining results.
• Explore how measures can help identify root causes.

But wait, there's more! Each Measuring Call Center Effectiveness seminar is preceded by the opportunity to attend ICMI's most popular seminar Essential Skills and Knowledge for Effective Call Center Management. Spend two days with the essential principles of workforce management, real-time queue management, driving quality and understanding key call center dynamics.

Then, spend a day Measuring Call Center Effectiveness, to determine how best to measure your performance. Attend one day, two days or all three days, whatever option will meet your needs. You will need to add each seminar to your shopping cart separately.

Seminar materials:

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• A certificate of completion

Who should attend?

This seminar is appropriate for all levels of call center management. Directors, managers, analysts and supervisors will all benefit from the explanation of key metrics. The seminar applies to customer contact centers in a wide range of commercial and government sectors including those involved in customer service, sales, help desks, claims, reservations, information centers, hotlines, emergency services and consumer affairs.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$945.00

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