Metrics Class
Call Center & Help Desk Metrics, Analytics and Reporting
3 Day Class
This 2 minute video will explain why the typical suite of KPIs are misleading your call center management.
James C. Abbott, a dynamic and charismatic speaker, will be your instructor. James is the author of the best selling book, The Executive Guide to Call Center Metrics and its companion Preparing Call Center Metrics. James is unique in that he is not only the leading metrics expert but has the ability to convert the most complex topic so that everyone can understand and use it. As one recent student said, “Excellent material, information, & instructor! I am taking away so much more than what I thought I would & want to immediately put it into action.”
Thomas Kouroukis from Air Miles Reward Program said about James Abbott’s metric class: “The best metrics course I have ever attended… PERIOD.
The best instructor of a call center course… PERIOD.
I would definitely take other courses offered in the future for the excellent experience.”
Call Center & Help Desk Metrics, Analytics and Reporting
If you have questions about having an in-house class, give me a call at 864-297-9598
Objective: The class’s goal is to provide clear and precise information so that revolutionizing decisions can be made. Attend this seminar and you’ll go back to work with a practical, real-world, look at how to prepare information for effective call center reports. You will not be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful only in theory. Instead, you will discover the proper reporting tools to use at the right time facilitating better decisions to achieve the maximum benefit.
Why You Must Attend this Class: This class will revolutionize how you think about call center metrics. You will see and understand options that you never dreamed were possible. As Shamayne Gerlach – workforce analyst from Take Care Systems said: “Amazing! I learned so much about our center and things I never thought about that would make such great improvements! I had been perplexed as to why we missed our SLAs and the key was variability! WOW! I’m so excited to go back and make our center an amazing, best in class center!”
You will take home:
Preparing Call Center Metrics a $200 value which is the companion to the best selling metrics book, The Executive Guide to Call Center Metrics. Both of these books were written by your James Abbott.
Excel templates for each type of reporting – just plug in your data
Practice Excel spreadsheets to reinforce your knowledge
The ability to convert data into information for guaranteed improvements in your center
An initial metric blueprint for your facility
Abbott Notes for the key concepts and principles
One recent student said, “Training materials- book- reference guides yellow cards, etc. invaluable!!”
For Maximum Knowledge:
Take this class and add the Designing a Six Sigma Center Class. They are both in the same week to minimize your travel cost.
Paula Mezo, Purdue University said, “These two classes (Call Center Metrics, Designing Six Sigma Support Centers) have been the best, most applicable, I have attended since becoming a call center manager.”
Frederick Sperry – Senior Solutions Architect at Tiverity Consulting said. “I want to take a moment to thank you again for the classes on Contact Center Metric and Designing Six Sigma Contact Centers that you taught in Atlanta last week. Over the years I’ve taken a lot of week long training classes covering all sorts of business and technical topics. Last week’s classes were the best classes I’ve ever taken, better than the George Washington University PMP classes and better than Cisco’s Contact Center technology Classes. They information was exceptional, and right on target. Furthermore it was presented in a manner that was easy to grasp and peppered with entertaining stories that kept me engaged.” – Thanks Again, Frederick
Team Participation:
If you have 3, 4, 5, or more members of your team, they will benefit from taking this class together. To facilitate team awareness, Bring James Abbott to your location. For more information about team participation in this class click on this link
Topics
The goal
This class was designed for center managers who told us they need guidance in preparing, analyzing, and applying information. We designed for the complete use and better better decisions using metrics. Come to this class and learn the 21st century metric methods.
This class starts by explain the three types of decisions so that each can have a unique view of the metric.
Variability’s impact on your center
If you are not monitoring variability on every metric, you are doomed with faulty reporting leading to poor decisions. Variability is another word for inconsistency. Variability is the most important and largest metric driver of every aspect of your center. Ironically, variability is often not even included in your suite of metrics. This class will show you why variability is so important and the many call center options available to you when you track and manage variability.
Shamayne Gerlach – workforce analyst from Take Care Systems stated “Amazing! I learned so much about our center and things I never thought about that would make such great improvements! I had been perplexed as to why we missed our SLAs and the key was variability! WOW! I’m so excited to go back and make our center an amazing, best in class center!”
Understand how call center science and decision-making impacts how you view metrics
Center Decision-making must drive the metrics. Understanding decision-making division of labor is critical to good decision-making and proper reporting. Strategic and tactical decision-makers need different information, and the various reports should reflect that. The different statistical techniques will dramatically improve your strategic and tactical effectiveness
Where and how to get Started
There are requirements that are essential for effective reports. You will be taught the proper grouping and statistical techniques that will make your call center reports more valuable. Before any reporting is done, a call center metric blueprint should be prepared. You will learn what the blueprint looks like and how to prepare your call center’s metric blueprint. You will learn the key metrics every call center manager must track to assure an effective organization.
Decision types and their specific Call Center Reporting types and formats
Different decisions and objectives require different reports and formats. As you complete this class you will understand which metric view belongs with what decision.
Metric Preparation
In this class we will work through the mechanics of how each metric view is prepared. To enhance your learning experience you will receive spreadsheets to practice and reinforce the new methods. There is a difference between raw data and information.
Tactical Metric Preparation, Reading and Use
You must know how to prepare the tactical views that will get used. This section will teach you how to read the tactical metric view for better decision-making. You will understand how to prepare, read, and use the tactical metric view to make better tactical decisions. You will also take home spreadsheets that you can use to prototype your own center’s data. You will leave this class with the tools and knowledge to confidently prepare these metric views.
Strategic Metric Preparation, Reading and Use
You must know how to prepare the strategic view that will get used. This section will teach you how to read the metric for better strategic decision-making. You will understand how to prepare, read, and use the strategic metric view to make better tactical decisions. You will also take home spreadsheets that you can use to prototype your own center’s data. You will leave this class with the tools and knowledge to confidently prepare these metric views.
Tactical and Strategic as a team for better decision-making
Since strategic and tactical decisions are so different, a separate view must be prepared for each. You will understand the tactical decisions of running your center and how to use the tactical view to better run your center. You will understand the strategic decisions of assessing your center and how to use the strategic view to better assess your center. You then will learn how to make both the tactical view and the strategic view work together.
Benefits of 21st Century Metrics
Let’s count the ways that these new metrics can benefit your organization. We will show you a multitude of options and benefits that you can achieve from 21st century metrics.
If you have questions about having an in-house class, give me a call at 864-297-9598
Agenda:
**This class teaches how to use metrics to maintain an effective call center operation
Day 1 The Principles of Effective Call Center Metrics: The impact decision-making
- The Goal
- Variation and its impact on your center
- Call Center decision-making
- Learn why Decision-making must be the driving influence of your center’s metric views and how they are prepared
- Metrics and the Call Center
- Metrics Tell your Call Center Story
- Measuring the Metric
- Monitoring Metrics
- What Can We Manage?
- Metrics for optimum decision-making
- How and why to build a metric blueprint for your facility
- Understand, identify, and track which metrics are key to your center’s effectiveness
- Techniques for call center metric reporting
- Using statistics to prepare your metrics
- The role of SLAs in metric preparation
Day 2 Tactical Metrics and Reporting: operation’s tools for running the center
- Understand tactical decision-making and what its metric view should look like and why
- Getting Started: What the Metrics Will Look Like
- Building the Tactical View. Learn the proper method to prepare tactical views of each metric
- Reading the Tactical View
- Tactical Use of Metrics
- Constructing More Tactical Views
- Analyzing and controlling call center central tendency and variability
- Call center charts for tactical decision-making
- Understand and use of Strategic Terms
Day 3 Strategic Metrics and Reporting: management’s tools for the assessing your call center
- How strategic reports differ from, and work with, tactical reports
- Building the Strategic View. Learn the proper method to prepare strategic views of each metric
- Using the Strategic View. Strategic Predictions.
- Strategic Decisions Using Metrics. Keeping the Center Optimal
- Metric Dashboard: How to build a real-time reporting system
- Benefits of Effective Metrics
- Assessing the call center’s capability
What people are saying about the “Call Center Metrics” class…
The instructor gave great explanations and examples [of the formulas] to clarify how to apply them to a real-life situation. [He] taught the practical application of statistics, which I found very useful.—Stacey Love, The Hartford Insurance Group, Hartford Connecticut
Outstanding class! I appreciated the quality of the materials and the instruction. I particularly valued the caliber of the instructor and his ability to answer questions and convey complex concepts. Going over examples and applying concepts specific to my business was helpful as well.
When I first sought out classes on call center management and metrics, I thought that I needed to focus on theories and concepts… of course such an approach can become quickly outdated. The approach of this class, however, provided tools that will not become obsolete and will afford not only initial, but ongoing assessment of operations. I [see] the lasting value of [my] investment!—Patricia Scott, Northside Hospital, Atlanta, Georgia
Excellent! A good guide for me to know where to get started and how to go about it.—Laurie McIntyre, Hydro One Networks, INC. Toronto, Ontario