Meet Performance Goals

This course outlines the steps for setting up a performance measurement system.

  • Supervision
  • 1 hour 10 min

What Learners will learn

  • Describe the three steps for setting up a performance measurement system: strategy, measurement, and report
  • Identify the most important Key Performance Indicators (KPIs) for contact center and agent performance
  • Calculate the service, cost, and productivity outcomes of staffing decisions
  • Calculate KPIs that reflect service quality and efficiency
  • Present metrics and results to others in the contact center

Who should take this?

  • Anyone that manages and supports frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers

Course Outline

  • Introduction
  • Developing a Performance Strategy
  • Creating a Framework for Identifying and Measuring Key Performance Indicators
  • Reporting on Performance Goals
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Meet Performance Goals course is designed by call center experts to provide a practical and engaging learning experience. Start today.