Identify what should be measured, why it should be measured, and how to collect the data that counts!
This one-day course will teach you to track metrics that support your contact center strategy, the relationship between those metrics, and how to analysis the accrued data. You’ll gain practical, proven techniques to leverage key findings to identify root causes of inefficiencies and successes within your contact center. Plus, assess the effectiveness of your service delivery across all contact channels.
Learn critical key performance indicators in the following categories; quality, accessibility, efficiency, cost performance, and strategic impact.
You will leave this course with a clear understanding of call center metrics and which measures you should be tracking for your center. Move beyond simple benchmarks to understand how you can set the right goals for your unique contact center.
Course Topics Include:
- Setting Key Performance Indicators
- First Contact Resolution
- Measuring Agent Performance
- Contact Center ROI
- Application of Metrics
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"I very much enjoyed the atmosphere and attitude. The coursework will be referenced frequently."
Nathan Howes
Client Manager, Christian Science Publishing Society
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Who should attend?
Directors, managers, analysts and supervisors will all benefit from the explanation of key metrics.
April 22
Choose as part of your All-Access (4-day), Premium (3-day) or Main (2-day) Package,
or select with a one-day pass.
Added Bonus! All Symposium registrants have an opportunity to speak one-on-one with an ICMI industry expert. Discuss anything from barriers of implementing new processes to operational challenges. Reserve your spot today!