Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Once you’ve determined the right metrics for your center, there is still work to be done! 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. During the seminar, you will:

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 seminar today to learn how to make sense of your metrics!

Seminar Outline

Applying the metrics or "Who's Responsible for What?"

Call center manager
Call center supervisor
Quality assurance
Workforce management team leader
Call center frontline agent

Developing Reports that Meet Stakeholder Needs

Seven steps to effective reporting
Pitfalls to avoid
A word about format
Sample agent reports
Sample management reports
Sample executive reports

Developing Reports that Meet Your Needs

Driving the behavior you need from outside departments
ROI reports and calculations for equipment purchases
Justifying the actions that you feel need to be taken
Justifying the staffing numbers you need

Going Beyond Static Reports

State of the Union" Meetings
Executive Briefings
"Educational exchanges" with other departments

Value added materials

Printable Slide Presentation
ICMI Research Report: Call Center KPIs: A Look at How Companies Are Measuring Performance
How to Get the Attention of Key Decision-Makers

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.

Date:	Price:
Live Seminar Recording	$299.00
June 26, 2008 (11am-1pm Eastern)	$299.00