Key Performance Indicators: Managing by the Numbers (Web Seminar):

This 90-minute web seminar outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.

Dates: March 22, July 19, November 15

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.

Price: $300

An unlimited number of students may attend via a single web/audio connection. The price for additional connections or sites is $150 for each additional connection for same seminar.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
07/19/2012 01:00 PM
11/15/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122