Contact Center: Beyond The Metrics

Most contact centers have cultures revolving around metrics that bypass measuring how to develop skills for effective communication, especially with senior leadership in other departments.

This course demonstrates what an effective contact center looks like and how to create it and teaches contact center leaders a simple way to gauge agent performance and engagement. After gaining an understanding of the value and limitations of contact center management metrics, this course explains how to synthesize individual measurements into a more comprehensive performance story. This leads to strategies for mitigating the problems associated with improper staffing levels and how to build a culture that fosters community, limits burnout and turnover, and propels success.

Present this course to ensure contact center leaders are equipped with a comprehensive blueprint for effective leadership and enduring success.

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

Contact center leaders and managers in all industries, businesses, and departments

• 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

• Vulnerable Customers In 1 Minute
• Verbal Holding In 1 Minute
• Telephone Transfers In 1 Minute