Making Sense of Metrics, Part 1: Definitions, Calculations and Pitfalls

So many metrics are generated in a contact center, yet few are used to take action. Attend this seminar to 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.

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

Attend this seminar to find answers and in-depth guidance on what is most appropriate for your center. Make sense of the metrics and you will focus your center on results that matter!

Value added materials

• Printable Slide Presentation
• Strategy and Leadership Special Report - Call Center KPIs: A Look at How Companies Are Measuring Performance
• Establishing and Meeting Call Center Performance Objectives (Three-Part Series)
• Forecast Accuracy: The Most Important Metric You’re Not Measuring

Who should attend?

Vice presidents, directors and managers who are responsible for setting the performance metrics in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 1 only of this series. Register for Part 2 individually.

Date:	Price:
Live Seminar Recording	$299.00
June 19, 2008 (11am-1pm Eastern)	$299.00

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