By the end of this course, you will be able to
How to identify, define and link performance measurements to call center KPIs, and what the key indicators related to measuring the performance of managers are.
Call center KPIs terminology, such as organization's vision and customer experience, and what are the KPIs formulas and how to apply them.
About the call center components architecture, the inbound call journey and the internal and external metrics.
Course details
- 2 h 9 m/17 lessons
- Last updated: 26/9/2018
- 12 Quiz
- Course completion certificate
Course Content
Organization's Vision
Customer Experience
Organization's Vision
Customer Experience
Call Center Components Architecture
Inbound Call Journey
Internal Metrics
Call Centre KPIs | Agent Track
Adherence Challenge
Performance Measurement
External Metrics
Conversation Components
The Magic Quadrant
Call Centre KPIs | Management Track 1
Call Centre KPIs | Management Track 2
The Service Level
Monitoring The Service Level
KPI Integration
What Should Be Measured?
About this course
From defining expectations to measuring performance and taking action, you will learn how to run an effective and successful performance management program. This course discusses key performance indicators (KPIs), how to identify relevant performance indicators, how to calculate the most common contact center KPIs, and how to create effective call center management reports.
Course requirements and prerequisites
There are no requirements or prerequisites for this course; your interest in the topic and your commitment to learning are the only things you need to gain the most benefit from it.
Mentor
Adham Bahgat
Call Center Customer Experience - Digital Transformer
639 Learners
1 Course