Center Metrics, Analytics and Reporting
RCCSP Service Engineering Series
3-day training course - $2,995
On-site delivery available
Performance management through metrics goes far beyond Erlang formulas, KPIs, and costing metrics that report acceptable or unacceptable results. In this course, you will learn contact center engineering techniques and how to construct metrics that identify the causes of problems and generate solutions that change the results. You will explore exciting scientific and mathematical practices in use by today's 21st Century high-performing contact centers.
This 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 is the most widely read book on contact center metrics, and Call Center Metrics, Analytics and Reporting is a jaw-dropping learning experience, unlike any course you have ever attended.
You will not be overwhelmed with baffling rules, frustrating formulas, confusing tables, or unrealistic theories. Instead, you will discover the proper tools to use at the right time to have the greatest impact, and will leave with the practical, real-world knowledge that enables you to prepare useful metric information and to create a high-performance call center.
Take Home Tools
Call Center Metrics, Analytics and Reporting is a core course within the following Service Engineering training tracks:
Who Should Participate
This call center training 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, and managers, and those who are or may be pursuing the CCCE certification or Six Sigma Black Belt credentials.
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
Day 3 - Strategic Metrics and Reporting
Managements tools for the assessing your call center
The per student registration fee for this seminar is $2,995, 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, Analytics and Reporting is immediately followed by these courses in select locations:
In-house call center metrics 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 metrics training 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 and ITIL Training Course Calendar.
Training & Certification:
Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
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, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. 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.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.
Cancellation by provider. 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 and penalties on advanced or non-refundable airfares.
In all circumstances, seminar provider's liability shall be limited to fees received.