Contact Center Metrics: Making Sense of Measuring and Reporting

So many metrics are generated in a contact center, yet few are used to take action. During part one of this two part course you will discover which metrics are most important, how to calculate them and common pitfalls in using them. You’ll explore how you can use them to drive the behaviors that are required for success. Go beyond the typical benchmarking data for a well-considered view on how to measure the effectiveness of your center.

Once you’ve determined the right metrics for your center, there is still work to be done! During part two of this two part course, you will gain insight to answer these questions. How do the metrics work together to give you a complete picture? How can you develop reports that have maximum impact? How do you communicate results? You’ll find answers to these questions and more as we explore metrics in this hands-on session.

You’ll discover how to:

• Identify the key performance metrics the best centers are using
• Determine which key performance metrics require laser-like focus
• Find the data you need to calculate your metrics
• Include customer intelligence when choosing metrics
• Use your mission statement to drive your metrics
• Discover what metrics apply to individual, management and center-wide performance
• Learn how to develop reports for a variety of job roles
• Interpret reports and identify what to act upon
• Discover how to put together a dashboard of the essentials
• Learn tips and cautions when communicating results

It’s not enough to measure what matters. You must be able to use those measurements to drive the right behaviors in order to be successful. Register for this vClass today to learn how to make sense of your metrics!

Date:	Price:
Mar 10 and 11, 12pm-2pm EST	$499.00
Jun 8, 9 and 10, 12pm-2pm EST	$499.00

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