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1. Introduction to analytic tools
1.1. What Should Companies Measure
1.2. What is the Problem with Numbers
1.3. Best Practices in Analytics and Reporting
2. Designing Effective Reports
2.1. Determine the Report Audience
2.2. Determine the Information Needs
2.3. Common Report Types
3. Corporate Information Needs
3.1. From Data to Knowledge
3.2. Decision Maker’s Needs
4. Types of Reports
4.1. Common Types of Reports
4.2. Frequency Reports
4.3. Cross-Tabulation Reports
4.4. Pareto Diagram Explained
4.5. Exception Reports
4.6. Verbatim Reports
4.7. Data Mapping Reports
4.8. Ad Hoc Reports
5. Collecting Key Customer Data
5.1. Types of Data to Collect
5.2. Data Collection Vehicles
5.3. Categorizing and Coding Data
6. Managing by the Numbers
6.1. Why do Managers Measure?
6.2. What Should Managers Measure?
6.3. From Data to Data Analytics to Action
7. Customer-Driven Change
7.1. Continuous Customer Feedback
7.2. Actionable Customer Feedback
7.3. Examples of Customer-Driven Change
8. Call Center Performance Evaluation
8.1. Metrics Old and New
8.2. Metrics for the New Frontier
8.3. Metrics Matching
8.4. Your Ultimate Report Card
8.5. Now Let’s Talk About Numbers
9. Conclusions
9.1. Customer Loyalty