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.

How can technology help you measure, communicate and ultimately achieve your goals? Attend this seminar to find out! As centers redefine their key performance indicators and develop new "scorecards" of overall performance, we face the challenge of how to bring the right data together, analyze it effectively, and deliver meaningful reports in the right format to the right people.

This session will discuss technology options to help you avoid time-consuming manual processes and enable you to achieve your performance optimization goals across productivity, quality, satisfaction, financials, and more.

In this session, you’ll learn:

Why metrics thinking is changing and what it means to you
What you need to consider in defining metrics, reporting, and technology strategies
Where to find the data to report on critical KPIs
Technology options for making reporting easier
Using technology to identify trends in performance
Considerations in defining requirements, building a business case, selecting, and implementing a performance optimization tool

Technology can enable you to better understand, analyze and make changes to your center’s performance. Whether you’re a contact center manager or a technologist who supports the center, take time now to find out how this technology can help you chart the course of your contact center’s optimization efforts.

Seminar Outline

Thinking differently about metrics

Strategic alignment
Performance management
Aligning key performance indicators with business goals
Providing the right information to the right people

Technology options for enabling performance management

Core reporting tools
Performance optimization systems
Analytics from the web, financials, and more
Cradle-to-grave and integrated reporting (CTI)
Quality monitoring and logging to mine intelligence

Solutions considerations and options

Identifying the right approach for your needs
Summary of options and fit
Vendors

Where's the business case?

Total cost of ownership
Performance management paybacks

Some keys to success

Value added materials

Printable Slide Presentation
Tables depicting options, fit, and tradeoffs
Articles on metrics and reporting
A white paper on performance optimization
Lists of key considerations in project planning for performance optimization tools

Who should attend?

Directors, managers, supervisors, analysts, senior management - on the business side or the technology side of the call center. Anyone who plays a role in reporting on or analyzing call center performance, and the tools to support it, will benefit from this session. 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

Testimonials:

"Very good presentation skills, easy to follow up to date information, and tackling important topics that most of us facing in our business."

Mohamed EL Karamany, Communications Manager, Xceed Contact Center

"It was obvious that Lori was very knowledgeable in this field. She spoke clearly and I felt she connected well with the group. In other words, did not speak over our heads."

Yolanda Escalante, Senior Trainer, First Data Corporation