to Contact Center Process Metrics
RCCSP Service Engineering Series
2-day training course - $2,395
On-site delivery available
Do your contact center metrics tell you how you did, or what to do? Come to this unique course and discover actionable uses for metrics.
Contact center professionals learn early in their careers the importance of abandonment rates, cost per call, resolution rates, and other measures of results. These are performance indicators that report how the contact center performed. While of great interest to company executives, these types of measures report how the call center did in the past, rather than provide information and guidance on what to do to make the contact center perform better.
Knowing one's "Average Speed in Miles Per Hour" doesn't help you drive a car -- the speedometer does. Driving while looking in the rear view mirror, to see where you have been, can have disastrous results. The same is true in a call center.
Metrics that help contact center managers drive centers to higher levels of performance are those falling into a class known as "process metrics". Process metrics identify shortcomings upon which managers can act. They tell managers what to do.
This training course will introduce attendees to the differences between process metrics that measure causes, and product metrics that measure outcomes, and how to use metrics and reports as useful management tools rather than historical report cards.
The course is taught by James Abbott, the industrial and service engineer who literally wrote the book on the subject: The Executive Guide to Call Center Metrics, the most widely read book on this topic. Call Center Metrics: Tactical Uses That Drive Performance is like no other course you have ever attended.
What You Will Learn
Participants will learn:
Take Home Tools
Who Should Participate
This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, managers and analysts.
This course is designed for call center and help desk professionals. There are no prerequisites for this course.
Day 1 - The Principles of Call Center Metrics
The impact of methods and decision-making
Day 2 - Tactical Metrics and Reporting
Operational tools for running the center
The per student registration fee for this seminar is $2,395, and includes:
Dress is business casual. Laptops are optional. Class begins at 9:00 AM and ends at 5:00 PM each day.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
Call Center Metrics: Tactical Uses the Drive Performance is immediately followed by these courses in select locations:
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training
For more training course options, see the entire Contact Center Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.
Training & Certification:
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
On-site Training Terms & Conditions
On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.
On-site training cancellation policy. Preparations for training delivery
will commence upon the receipt of payment in full. Organizations may
cancel up to 21 days in advance of the seminar delivery date for a full refund,
less administrative fees of 25% of the base fee. If for any reason
you are unsatisfied with the training, please notify the instructor by the
end of the first day. If you decide to cancel the remainder of the training
program, the instructor will collect all training materials. Fees paid,
less a prorata one-day on-site training base fee plus any travel surcharges,
will be refunded.