Call Center Performance Management Certification

Course Agenda:
This is a one day course which will give you a certificate in Call Center Performance Management upon completion.

Analytics and Reporting topics:
-Introduction to analytic tools
-Designing Effective Reports
-Corporate Information Needs
-Types of Reports
-Collecting Key Customer Data
-Managing by the Numbers
-Customer-Driven Change
-Call Center Performance Evaluation
-Conclusions

Performance Benchmarking topics:
-Introduction to Benchmarking
-Call Center Benchmark Metrics
-Performance Gap Analysis
-Implementing Improvement Initiatives
-Call Center Certification
-Call Center Benchmarking Solution Providers
-Conclusions

Plus tour of call center mentioned above

Taught by the industry’s top-rated instructors, this course will equip you with the skill set to improve your call center's performance on a continual basis. You will be able to measure and present real progress for your center using best practices methods validated by the nation’s premier call center institute: The Center for Customer-Driven Quality at Purdue University. At the completion of this course you will receive a certificate from the College, and are eligible for Continuing Education Units from Purdue University. You will receive a comprehensive workbook perfect for taking notes as you follow the course AND perfect for easy reference when you are applying your new skills at work. Share experiences with your peers and return home with valuable “take aways” that will make you a better, more complete manager