Foundations in Contact Center Metrics

Module 1: Defining Contact Center Success

• Leading and Lagging Indicators
• Six Principles of Managing Metrics

Module 2: Categories of Contact Center Key Performance Indicators

• Seven Categories of Key Performance Measures
• Metrics used to Measure and Manage

Module 3: A Data-Driven Approach to Contact Center Improvement

• Role of Metrics in the Data Center
• Identify improvement opportunities and priority
• Identify Root Cause
• Analyze Data

Module 4: Leveraging Contact Center Data for Business-wide Transformation

• Change Management
• Influencing Change

Module 5: Looking to the Future of Contact Center Metrics

• Two Key Factors in Driving the Future
• Future Contact Center Predictions

• Managers
• Directors
• Executives

• Understand how metrics can help you measure and achieve success
• The primary categories of contact center metrics
• Methods for driving buy-in and adoption of key performance indicators
• How to keep metrics evolving into your contact center’s future

List Price: Varies

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.