Course Outline
Course Agenda:
- 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
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
What should companies measure
Faculty:Dr. Jon Anton
Dr Jon begins the course by discussing what should be measured
What is the problem with numbers
Faculty:Dr. Jon Anton
Dr Jon discusses ways to over come issues you have with reading and using numbers
Best Practices in Analytics and Reporting
Faculty:Dr. Jon Anton
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
Determine the Report Audience
Faculty:Dr. Jon Anton
Dr Jon will go over how different audiences need different reports
Determine the Information Needs
Faculty:Dr. Jon Anton
Dr Jon will show you how different reports need to be customized
Common Report Types
Faculty:Dr. Jon Anton
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
From Data to Knowledge
Faculty:Dr. Jon Anton
Dr Jon discusses how to turn data into knowledge
Decision Maker’s Needs
Faculty:Dr. Jon Anton
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
Common Types of Reports
Faculty:Dr. Jon Anton
Dr Jon will name the common tyoes of reports
Frequency Reports
Faculty:Dr. Jon Anton
Dr Jon discusses this type of reporting
Cross-Tabulation Reports
Faculty:Dr. Jon Anton
Dr Jon goes over cross tabulation reports
Pareto Diagram Explained
Faculty: Jeff Adams
Dr Jon will cover the different parts of the Pareto Diagram
Exception Reports
Faculty:Dr. Jon Anton
Dr Jon will discuss what information exception reports contain
Verbatim Reports
Faculty:Dr. Jon Anton
Dr Jon shows how Verbatim Reports work.
Data Mapping Reports
Faculty:Dr. Jon Anton
Dr Jon will show how some report can compared results geographically
Ad Hoc Reports
Faculty:Dr. Jon Anton
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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Types of Data to Collect
Faculty:Dr. Jon Anton
In this session you will learn what types of data to collect
Data Collection Vehicles
Faculty:Dr. Jon Anton
Dr Jon shows you the different ways you can collect the data?
Categorizing and Coding Data
Faculty:Dr. Jon Anton
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?
Why do Managers Measure?
Faculty:Dr. Jon Anton
We explain why you should measure.
What Should Managers Measure?
Faculty:Dr. Jon Anton
Now we discuss what you should measure
From Data to Data Analytics to Action
Faculty:Dr. Jon Anton
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
Continuous Customer Feedback
Faculty:Dr. Jon Anton
We show how feedback can help you run your center more efficient and effective
Actionable Customer Feedback
Faculty:Dr. Jon Anton
Dr Jon will use an "agent dashboard" to show how feedback helps your center.
Examples of Customer-Driven Change
Faculty:Dr. Jon Anton
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
Metrics Old and New
Faculty:Dr. Jon Anton
Dr Jon will cover the old and new metrics we know and love
Metrics for the New Frontier
Faculty:Dr. Jon Anton
Dr Jon discusses 9 metrics for the new frontier
Metrics Matching
Faculty: Oscar Alban
Dr Jon goes over the 14 metrics to match and why.
Your Ultimate Report Card
Faculty:Dr. Jon Anton
Dr Jon discusses the three important questions you should ask for your Ultimate Report Card
Now Let’s Talk About Numbers
Faculty:Dr. Jon Anton
Dr Jon talks about the different types of numbers and what they mean to different people.
Module 9 Conclusions
Module Objectives:
This concludes the analytics and reporting course.
Customer Loyalty
Faculty:Dr. Jon Anton
Dr Jon gives an example of customer loyalty and concludes the course
