Key Performance Indicators:
Managing a Call Center by the Numbers
October 23, 2008
There are many truths told in the vast array of statistics available today in the call center – and the successful manager or supervisor will be the one that understands how to manage by the numbers and not be overwhelmed by them. This session provides a useful set of formulas and calculations for understanding the math associated with today’s most common key performance indicators (KPIs). Attendees will learn about the most common measures of performance and how to calculate and analyze them. The session will present the “top ten” KPIs and de-mystify the math behind the numbers.
Seminar attendees will learn to:
• Identify the most critical KPIs for call center and agent performance and how to calculate them.
• Calculate the service, cost, and productivity implications of staffing decisions.
• Define the critical KPIs to reflect quality of service as well as service efficiency.
• Identify the most common math mistakes made in call centers today.
• Describe how to perform a correlation analysis to ensure the correct KPIs are in place to support business goals.
10/23/2008 2:00 PM EST
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Price $300/Monitor
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