Building a healthy and resilient culture is essential for every business, but none more so than contact centers, where a single unmotivated employee can affect the performance of your entire department. Most contact centers have a culture best described as “Metrics for Everything.” Service level, response time, after call work, downtime, shrinkage – there are probably some contact centers that measure humidity and atmospheric pressure because hey, why not? And there’s a lot to learn from all those metrics. But some things just can’t be measured as easily as service level and adherence.
That’s where Beyond the Metrics comes in. Designed for both emerging and established contact center leaders, this video-based training series takes a deep dive into the elements of contact center management that can’t easily be assigned a number. Beyond the Metrics will provide you with a complete picture of what effective leadership requires and will ensure that you walk away with a comprehensive blueprint for enduring success.
Learning Objectives:
Understanding the value – and limitations – of a metrics-driven approach to contact center management
How to synthesize individual measurements into a more comprehensive story about agent (and center) performance
Various strategies for mitigating the problems associated with improper staffing levels
How to communicate effectively with senior leadership – especially those with no direct experience working in a contact center
Building a culture that fosters community, limits burnout and turnover, and drives outsized success
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What Is Included In This Course?
- 6 videos with knowledge check questions - Final quiz - Closed captions (English and Spanish) - Video transcripts - Certificate available upon completion
Video Titles:
- Your Most Important Metric Isn’t a Metric
- Understanding Your Workforce
- Measuring Agent Performance
- Staffing for Success
- Communicating with Senior Leadership
- Creating an Incredible Contact Center Culture
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50% = you have completed all of the course modules and final quiz, but have not requested a completion certificate
100% = you have completed all course modules and successfully received your completion certificate. You must request the completion certificate for the course to be marked 100% complete.
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