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Provided by: Serebra Learning Corporation Call Center Operations Performance MeasurementCall Center Training |
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Training
Provided by Serebra Learning Corporation
This course describes how the manager must balance the sometimes conflicting interests of the center s stakeholders. It also demonstrates how KPIs (Key Performance Indicators) are applied to evaluate both agent and call center performance. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
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Call Center Operations Performance Measurement
Audience
Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
Topics
Stake Holder Concerns
Call Center Performance
Agent Performance
Objectives
Upon completion of this course, the student will be able to:
- Distinguish between the concerns of the customer, senior management and the agent
- List the key performance indicators that are used to evaluate the performance of a call center
- List the key performance indicators that are used to evaluate the performance of a call center agent
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
