Custom Search

Call Center Operations Performance Measurement

Call Center Training

Serebra Learning Corporation
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.
This is primarily online training
on-line e-learning cbt (computer based)This is an online eLearning or CBT training program
Contact Serebra Learning Corporation for more information
Duration:1.5 hours
Training Presented in:English
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...
tcw11-gfc-v396M-10/25/09-10:31:44-()[B]-[A]-[A] -13:05:51