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Contact Center: Beyond The Metrics

6 Lessons
33-53 Minutes
20 Quiz Questions

Course Overview


Just one unmotivated contact center employee can affect the performance of the entire department. That is why a healthy and resilient culture is imperative for every business’ contact center. As this course shows, metrics alone are not enough for measuring the most critical factors that determine contact center performance. Nor do standard metrics aid in developing the communication and culture-building skills contact center leaders need to create and sustain an efficient operation. Entertaining and informative, this course begins by showing leaders how to understand the value and limitations of a metrics-driven approach to contact center management. Leaders are then taught how to synthesize individual measurements into a more comprehensive story about agent and center performance. Use this course so your contact center leaders have a complete picture of what effective, successful contact center leadership requires.

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Contact Center: Beyond The Metrics thumbnails on a slider
Contact Center: Beyond The Metrics thumbnails on a slider
Contact Center: Beyond The Metrics thumbnails on a slider

    Key Audience


    Emerging and established contact center leaders throughout the organization

    Course Topics


    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

    Workplaces


    Offices

    Course Detail


    Course ID
    tjhcccbm_vod

    Time

    33-53 Min
    Questions
    20

    Languages

    en

    video format

    HD

    captions

    Yes

    Resources

    Yes

    Lessons

    6

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no