Download - Contact Center Metrics Analytics
CONTACT CENTER
METRICS ANALYTICS
& REPORTING
Building an Efficient
Contact Center Department
Contact center leaders want an easy reporting tool to give
them accurate data about their department. They want a
reporting or dynamic solution that analyzes the data and
represent it in a simple visual way to extract information and
build decisions according to that.
This training course outlines the foundational building blocks of
an efficient contact center department. It will help you make
better decisions, and it doesn’t matter if you never built a report
before because this course applies to anyone who enjoys
analytics and have an urgent need to improve.
Key Results & Benefits of Reporting
Effective Decision Making Making Contact Center Managers & Executives more effectively
capable of taking right choices and better decisions to drive the call
center to achieve better standards.
Reinforce agent goals and objectives. Allows agents to change behavior and improve their
performance through real time information.
Financial Impact
Having an efficient Contact Center will not only increase income by
improving sales but also cutting cost of unnecessary resources.
Successful Customer ServiceIntensively monitoring your contact center performance will reinforce your agents to serve best the customer. Reports will reveal gaps and encourage intensive analysis.
Challenge
Improve key contact center
agent and overall center
performance metrics.
Solution
Utilize a powerful tool to
transform contact center data
into impactful graphics
Result
Increased agent performance
and improved call center
productivity across multiple
metrics.
Course Outline
1 Call Center Supervisor Best Practices
CC Supervisor’s responsibilities
2 Key Metrics every Supervisor must know & track
Getting to know your contact center strength & Weaknesses
3 Key Correlations between metrics Chain Reaction
4 Best Report Type for every metrics group Know the strength behind visual reports
5 MS Excel as a powerful tool for data analytics
and reporting Dive into analytics
6 Building Effective Dashboard Start the magic
01 Call Center Supervisor Best Practices
CC Supervisors will be introduced to best practices that will enable them to acquire the skills and
techniques needed to achieve an efficient contact center.
Call center supervisors are expected to be “renaissance people” who excel at a variety of
roles and responsibilities. They must be excellent multi-taskers, combining the ability to manage
and coach agents, handle challenging customers, readily shift priorities, prepare
management reports, and lead call center initiatives while ensuring that service level and
quality objectives are achieved.
TABLE OF CONTENTS
Introduction
Chapter 1 | Call Center Supervisor Responsibilities
Chapter 2 | Building a Welcoming Work Environment
Chapter 3 | Creative Training Strategies
02 Key Metrics every Supervisor must know & track
An introductory guide to Call Center Metrics including definitions, importance & calculation formulas.
The true potential of KPI’s can only be unlocked when they are used to measure performance,
also to:
• Track and trend performance over time
• Identify strengths and weaknesses in the call center
• Diagnose and understand the underlying drivers of performance gaps
• Prescribe actions to improve performance
• Establish performance goals for both individuals and the overall call center
TABLE OF CONTENTS
Introduction
Chapter 1 | Cost Metrics
Chapter 2 | Productivity Metrics
Chapter 3 | Service Level Metrics
Chapter 4 | Quality Metrics
Chapter 5 | Agent Metrics
Chapter 6 | Contact Handling Metrics
03 Key Metrics Correlations
A guide to know and recognize how metrics are correlated and affected.
It is very important to recognize how metrics are correlated, by identifying the correlation you
will be able to track down and unlock the true potential of KPI’s and to have true
measurements.
TABLE OF CONTENTS
Introduction
Chapter 1 | Metrics Correlations
Chapter 2 | Tracking Down Root Causes
Chapter 3 | Identify Measurement Failures
04 Best Report Type for every metrics group Grouping correlated metrics and knowing the best chart types will unlock the key data behind the metrics
Reports and dashboards show how you performed in the past and what’s happening at the
moment, they’re key to driving success and adoption for the daily call center activity. The
information provided by reports and dashboards is especially important where it’s critical to
be proactive, rather than reactive. You want to be able to spot trends and act on them
immediately.
TABLE OF CONTENTS
Introduction
Chapter 1 | Call Center Agent Activity Report
Chapter 2 | Call Center Efficiency Report
Chapter 3 | Call Center Agent Rating Dashboard
Chapter 4 | Call Heat Analysis Report
Chapter 5 | Call Center KPI Summary Report
05 MS Excel as a powerful tool for data analytics Your data has a story to tell, with the power of MS Excel you will unlock the valuable information behind your numbers.
With data being generated faster than ever before, you need tools to help you easily find this
data and analyze it. Microsoft helps you easily find valuable information wherever it lives in
the cells.
With Excel you can create stunning, interactive views from any data using Excel. And business
meetings can be even more productive when people can present and make real-time
decisions using interactive charts and reports.
TABLE OF CONTENTS
Introduction
Chapter 1 | Learn the Essentials of MS Excel
Chapter 2 | Managing & Formatting Data
Chapter 3 | Formulas & Functions
Chapter 4 | Communicate Visually with Charts
Chapter 5 | Doing More with Excel
06 Building Reports and Dashboards
Easily create dashboards that aggregate data, and track success metrics aligned to business strategies
Your reports and dashboards are only as good as the data behind them, planning is the key
to capturing and displaying the correct metrics. Identify your objectives and goals early. Plan
your reports first and then get advantage of the formulas, functions and features that Excel
provides.
The visual and interactive approach to dashboards empowers you with performance
monitoring tools that capture and display the specific data points you need—all blended
together in perfect graphical snapshots.
TABLE OF CONTENTS
Introduction
Chapter 1 | Define Key Goals of Reports
Chapter 2 | Design & Format Your Report
Chapter 3 | Prepare your Data
Chapter 4 | Apply Formulas & Functions
Is This Course Right For You?
Do you have large amount of raw data that needs to be processed regularly?
Do you get overwhelming data from different systems?
Do you spend too much time trying to find key information?
Do you need reporting solutions to enable you to explore your daily or weekly
activity?
Do you need a standard set of KPIs to manage your department?
Do you need to be able to rapidly identify how well your department is adhering
to its goals?
Are you dedicating too many resources to creating and distributing department
reports?
This visual and interactive approach to dashboards empowers you with performance
monitoring tools that capture and display the specific data points you need.
So if you’ve answered Yes to most of these questions, then this course will help you
manage and improve the performance of your Contact Center.