Contact Center: Beyond The Metrics

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.

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

Emerging and established contact center leaders throughout the organization

• 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

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute