Contact Center Metrics: What Metrics Matter and Why

Go deep into the study of metrics and discover how to begin determining what data your call center should be collecting and how this information can make or break your ability to positively impact performance.

Contact centers are saturated in data, but are you measuring what matters? Through ICMI’s Contact Center Metrics: What Metrics Matter and Why virtual classroom course, you’ll get a handle on what key performance indicators (KPIs) are and which ones matter most when it comes to meeting your call center’s strategic goals.

By labeling certain metrics as key performance indicators (KPIs), organizations can better identify what is important and clearly communicate what their team should work on. We’ll help clarify the terminology associated with metrics and apply them step-by-step to various real world measurement objectives relevant to most call centers.

This course covers the five categories of KPIs and reviews with a critical eye the most common KPIs and the advantages and disadvantages of each. Most importantly, you’ll discover which KPIs you should measure, even if you measure nothing else. In addition, ICMI will reveal common pitfalls to avoid and help you zero in on the most critical improvement objectives related to your mission.

Designed for Directors, Managers, and Supervisors who want to better utilize metrics to drive behaviors that are required for success, this course covers:

• KPIs: What are they and why every call center should have them
• Decoding the terminology of metrics—understanding the basics
• Real world measurements and objectives for: accessibility, quality, efficiency, cost performance and strategic impact
• A review of the four levels of training evaluation
• ICMI’s biggest pitfalls to avoid * The “must measure” list for every call center

Date:	Price:
Aug 24, 2pm-4pm EST	$299.00

Call Center Learning Solutions "Training the voice of your business" ©