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Contact Center: Beyond The Metrics

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Course Format
Video on Demand  Video On Demand
Product ID
tjhcccbm_vod
Training Time ?
33 to 53 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
6
Quiz Questions
20
Closed Captioning
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
The Jeff Havens Company
Course screen Course screen Course screen
Overview

Just one unmotivated contact center employee can affect the performance of the entire department. That is why a healthy and resilient culture is imperative for every business’ contact center.

As this course shows, metrics alone are not enough for measuring the most critical factors that determine contact center performance. Nor do standard metrics aid in developing the communication and culture-building skills contact center leaders need to create and sustain an efficient operation. Entertaining and informative, this course begins by showing leaders how to understand the value and limitations of a metrics-driven approach to contact center management. Leaders are then taught how to synthesize individual measurements into a more comprehensive story about agent and center performance.

Use this course so your contact center leaders have a complete picture of what effective, successful contact center leadership requires.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Emerging and established contact center leaders throughout the organization

Topics
The course presents the following topical areas:
  • Your Most Important Metric Isn’t A Metric
  • Understanding Your Workforce
  • Measuring Agent Performance
  • Staffing For Success
  • Communicating With Senior Leadership
  • Creating An Incredible Contact Center Culture

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