Provided by: Serebra Learning Corporation

Call Center Operations Performance Measurement

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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.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Schedule:	1.5 hours
Training Presented in:	English

Related Keywords: sales customer facing skills service prime call center abc s operations performance measurement completion this course student will able distinguish concerns senior management agent list key indicators are used evaluate call center

Training Program Details

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 Serebra Learning Corporation - Training Provider

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...

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