Call Center Analytics and Reporting

Course Description:

- Introduction to Reporting
- 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
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course

Module 1 Introduction to Reporting

Module Objectives:

Introduction to analytic tools with the following learning objectives:
- What should companies measure
- What is the problem with numbers
- Best Practices in analytics and reporting

Faculty	Topic	Description
Dr. Jon Anton	What should companies measure	Dr Jon begins the course by discussing what should be measured
Dr. Jon Anton	What is the problem with numbers	Dr Jon discusses ways to over come issues you have with reading and using numbers
Dr. Jon Anton	Best Practices in Analytics and Reporting	Dr Jon discusses how "excellent" companies use best practices to get where they are.

Module 2 Designing Effective Reports

Module Objectives:

Designing Effective Reports with the following learning objectives:
- Determine the Report Audience
- Determine the Information Needs
- Common Report Types

Faculty	Topic	Description
Dr. Jon Anton	Determine the Report Audience	Dr Jon will go over how different audiences need different reports
Dr. Jon Anton	Determine the Information Needs	Dr Jon will show you how different reports need to be customized
Dr. Jon Anton	Common Report Types	Dr Jon will define the common reports types

Module 3 Corporate Information Needs

Module Objectives:

Determine Corporate Information Needs has the following learning objectives:

- From Data to Knowledge
- Decision Maker’s Needs

Faculty	Topic	Description
Dr. Jon Anton	From Data to Knowledge	Dr Jon discusses how to turn data into knowledge
Dr. Jon Anton	Decision Maker’s Needs	Dr Jon will show you how to design your reporting for the decision makers need

Module 4 Types of Reports

Module Objectives:

Types of Reports with the following learning objectives:
- Common Types of Reports
- Frequency Reports
- Cross- Tabulation Reports
- Pareto Diagram Explained
- Exception Reports
- Verbatim Reports
- Data Mapping Reports
- Ad Hoc Reports

Faculty	Topic	Description
Dr. Jon Anton	Common Types of Reports	Dr Jon will name the common tyoes of reports
Dr. Jon Anton	Frequency Reports	Dr Jon discusses this type of reporting
Dr. Jon Anton	Cross-Tabulation Reports	Dr Jon goes over cross tabulation reports
Jeff Adams	Pareto Diagram Explained	Dr Jon will cover the different parts of the Pareto Diagram
Dr. Jon Anton	Exception Reports	Dr Jon will discuss what information exception reports contain
Dr. Jon Anton	Verbatim Reports	Dr Jon shows how Verbatim Reports work.
Dr. Jon Anton	Data Mapping Reports	Dr Jon will show how some report can compared results geographically
Dr. Jon Anton	Ad Hoc Reports	In the last part of this Module, Dr Jon covers Ad Hoc Reports

Module 5 Collecting Key Customer Data

Module Objectives:

Collecting Key Customer Data with the following learning objectives:
- Types of Data to Collect
- Data Collection Vehicles
- Categorizing and Coding Data
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Faculty	Topic	Description
Dr. Jon Anton	Types of Data to Collect	In this session you will learn what types of data to collect
Dr. Jon Anton	Data Collection Vehicles	Dr Jon shows you the different ways you can collect the data?
Dr. Jon Anton	Categorizing and Coding Data	You will learn what are the different ways to categorize and code data.

Module 6 Managing by the Numbers

Module Objectives:

Managing by the Numbers with the following learning objectives:
- Why do Managers Measure?
- What Should Managers Measure?

Faculty	Topic	Description
Dr. Jon Anton	Why do Managers Measure?	We explain why you should measure.
Dr. Jon Anton	What Should Managers Measure?	Now we discuss what you should measure
Dr. Jon Anton	From Data to Data Analytics to Action	Dr Jon goes over a couple examples of going from data to action

Module 7 Customer-Driven Change

Module Objectives:

Customer- Driven Change with the following learning objectives:
- Continuous Customer Feedback
- Actionable Customer Feedback
- Examples of Customer- Driven Change

Faculty	Topic	Description
Dr. Jon Anton	Continuous Customer Feedback	We show how feedback can help you run your center more efficient and effective
Dr. Jon Anton	Actionable Customer Feedback	Dr Jon will use an "agent dashboard" to show how feedback helps your center.
Dr. Jon Anton	Examples of Customer-Driven Change	Dr Jon gives examples of how feedback cna create change.

Module 8 Call Center Performance Evaluation

Module Objectives:

Call Center Performance Evaluation with the following learning topics:
- Metrics Old and New
- Metrics for the New Frontier
- Metrics Matching
- Your Ultimate Report Card
- Now Let’s Talk About Numbers

Faculty	Topic	Description
Dr. Jon Anton	Metrics Old and New	Dr Jon will cover the old and new metrics we know and love
Dr. Jon Anton	Metrics for the New Frontier	Dr Jon discusses 9 metrics for the new frontier
Oscar Alban	Metrics Matching	Dr Jon goes over the 14 metrics to match and why.
Dr. Jon Anton	Your Ultimate Report Card	Dr Jon discusses the three important questions you should ask for your Ultimate Report Card
Dr. Jon Anton	Now Let’s Talk About Numbers	Dr Jon talks about the different types of numbers and what they mean to different people.