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James C. Abbott
will be your instructor. James is
the author of the best selling book The Executive Guide to 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."
What attendees have said about James in this metrics class:
Tom Lyons – director of sales
from Highpoint Insurance
Very
insightful. Definitely leaving with a lot of things to think about.
George Paqliarolo
I found the class very
valuable. The class gave me a good understanding of not only how to
develop sound metrics but how to avoid developing unsound metrics. I
would recommend the class to others.
I also liked, even though I have a
background in statistics, that the course did not delve heavily into
theory but concentrated on practical applications. It was not necessary
to understand the “magic behind the curtain” in order to utilize the
tools and methods presented.
Sharon Kasperski –
business analyst from
City of Regina
Extremely useful in
explaining tools required to define metrics.
Kept me engaged throughout the session.
I would recommend it to anyone!!
Shamayne Gerlach - workforce
analyst from Take Care Systems
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!
Lijo George from Dallas Area Rapid
Transit
This class was very enlightening to
me about understanding numbers. This class taught me how to get control
limits and standard deviation and essentially looking at numbers in a
different way.
Onur Torusoglu from Cardinal HealthIt
helped me generate some ideas specific to my business.
None of the tools were new to me due to my background but the class
stimulated me to use the metrics a differently than before. Positive and
useful class. I would really like some of the senior decision makers to
participate in it.
J... from Capital One
This class was an extremely enlightening course that was not only
centered around metrics but also management theory. James Abbott’s focus
on variance was very forward thinking and he was able to back it up with
hard facts and statistics. I would highly recommend this course to
anyone who will have management of reporting responsibilities over a
call center.
Felisha
Dividu from Dennys
This class was informative and the facilitation of the material was
provided in a clear and easily understood manner. The concepts were a
slap in the face that my call center and I are in call center hell!
“Fantastic Class! Great Instructor”
Chris Place from Long Term Care
Partners
So glad it was concept driven and did not waste the first 6 hours
talking about ASA & talk time, etc. I expect to find and come away with
new ways to view, think, and implement in my center. Not new definitions
to old metrics.
Email
from Gilbert Vaknin from
TechTeam Global
Program Manager Process Improvement
James,
In our last
conversation you asked if I can provide an update as to how things are
going and the truth is they are going pretty well.
I am working on
one of our IT help desks and after analysis that included all times
(talk, wrap, hold, handle) I found that segmenting the desk to queues
makes business sense. That allowed me to focus on 1 queue at a time, and
improve its activity to affect the entire desk's activity. I identified
the biggest queue (i.e. the queue with the highest arrival pattern,
analyzed it's arrival pattern, performed control chart analysis on all
times (to include working on identifying specific training needs,
improving specific agents' performance etc.), utilization analysis, and
determined staffing levels (under different utilization rates), and
presented to the service delivery people to make a choice. I am happy to
tell you that this queue is performing very good (97% SLA where 80% is
needed) with less resources than previously required, and with very high
forecasting capabilities. The financial improvements came in very
quickly thereafter and the effect on the GPM of this desk is high and
noticeable. I identified the next queue, and performed the same
activity. We are in the process of executing on it as well. These 2
queues are about 62% of the desk activity.
So is it
working? It sure does!!!! Both books come very handy, and provide much
details on the topics I am covering.
Thanks,
Gilbert.
Gilbert Vaknin from TechTeam
The class had great use of adult learning concepts.
The book will be very helpful.
The reading material is very clear.
Great parallels of “everyday” to call
centers
P... from Delta Airlines
Enjoyed the new approach to analyzing metrics by focusing on the
variability and not a static goal. Instead of focusing on what specific
metric to report on, the focus was on identifying the metrics that
mattered for each organization.
Allan
Smith from Capital One
I appreciated the theory. I feel that I can educate others on the value
of “express lanes” and how they provide better service at a lower cost.
The burnt biscuit lessons are valuable, manyof our current metrics are
burnt biscuit. It helps to understand inputs, processes, and output as
that tells the whole story. The strategic versus tactical difference
will also help to show the right data to the right people.
David Wright from Capital One
The class had great use of adult learning concepts.
T... from Air Miles Reward Program
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.
Al... from Air Miles
Reward Program
Instructor knew his material.
Very organized
Always paused & made sure everyone was okay with the pace and material.
H... from Employers
Insurance Company of Nevada
Radical new ideas – I really enjoyed the stories and the format.
S... business analyst from City
of Regina
Extremely useful in explaining tools required to define metrics. Kept me
engaged throughout the session. I would recommend it to anyone!!
S... workforce analyst from Take Care Systems
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!
O... from Cardinal Health
It
helped me generate some ideas specific to my business. None of the tools
were new to me due to my background but the class stimulated me to use
the metrics differently than before. Positive and useful class. I would
really like some of the senior decision makers to participate in it.
F... from Dennys
This
class was informative and the facilitation of the material was provided
in a clear and easily understood manner. The concepts were a slap in the
face that my call center and I are in call center hell!
“Fantastic Class! Great Instructor”
C... from Long Term Care Partners
So
glad it was concept driven and did not waste the first 6 hours talking
about ASA & talk time, etc. I expect to find and come away with new ways
to view, think, and implement in my center. Not new definitions to old
metrics.
C... from Office of Special
Trustees
Excellent
teacher. Explanations are designed to be understood and care is given to
ensure that the concepts taught are retained.
J... from Artel Incorporated
Excellent class.
Met my objectives.
T... from BWXT Pantex LLC
I thoroughly enjoyed this class. I feel that I can
walkway and use the tools I need to conduct business with a proactive
response.
C... from Moss Adams
The class was great – lots of information to take
home with me and to apply right away which is very unusual for any
class.
I think the book and spreadsheets will help a lot.
Frankly, too much
good stuff to list. The most
enlightening class I’ve ever taken!
Class was presented from a high level business
process rather than mired down in data details. Much more than I
expected and I believe will be more helpful than I imagined.
You are a terrific instructor! Thanks!
M... from Kerr-McGee Oil & Gas Co.
Realized I have wasted a lot of time doing reports
that are/were irrelevant.
D... from Intermune
I really appreciate your teaching style and
approach. The real world experiences and cases were very valuable. The
flash cards are great and so is the book but tops would be the
spreadsheets. I did not expect that it would allow me to now sort of hit
the ground running. I can now tweak, modify, and apply to my own
situation. Math can be intimidating to a lot of folks likw myself but
you presented this in a manageable level and pace.
Prior to the class, I really did not know where to
start or how. Now I have a good base of where and how. This class
triggered a million different items and which ones I need to start with
to get an accurate snapshot. The different views (tactical vs.
strategic) and how to segment the various aspects of the whole.
Thanks I am taking away a lot.
B... from Countrywide Mortgage
Hi James, want to thank you again for the
"enlightening" class last week.
This was the first seminar/class I have ever
attended where I left with so many tangible tools (usually it's just a
bunch of CRM mumbo jumbo).
Thanks!
T... from HCSC BlueCross
BlueShield of IL
Enjoyed the class & Instructor. Book is awesome.
Very informative.
B... from OLG
Great class! Relevant and detailed. Great examples!
M... from Column
Technologies
It was much more than I expected. The results of
this education will enable me to speak at a more scientific level to
process management. Mr. Abbott was very good at presenting the material
in an understandable manner.
A... from ALLTEL Western
Wireless
Wow!! By far the best class training I’ve had in my
five years with my company. The information I gathered can and will be
used in my current job as well as future job opportunities. I fell that
what I’ve attained in this training will push me father up the chain of
command.
K... from Venable LLP
Excellent material, information, & instructor! I am
taking away so much more than what I thought I would & want to
immediately put it into action.
A... from Imerys, Inc
This class was helpful to understand the way to
streamline the helpdesk. Also help to defing basic SLA and keys to
metrics.
G... from Perot Systems/Parson
Corporation
This class was very informative to reengineer
Service Desk Reports. I attended this class to get a better
understanding of metrics and service desk. I thought this class was
extremely valuable and the great stories assisted in visualizing the
concepts.
V... from MVCI
James is extremely knowledgeable and entertaining
and made the class enjoyable as well as educational.
Training materials- book- reference guides yellow
cards, etc. invaluable!! Utilization explanation definite plus! Ensured
understanding. Excel spreadsheets are wonderful! The assurance &
confidence once I knew we were going to receive them. Thank you!!
Exposure to the concept of express lanes was eye
opening almost overwhelming – made me realize that not all have been
exposed to this. That it is my obligation to present to my supervisor to
enhance performance and success of our help desk.
Should I have future opportunities to attend one of
your classes I will be sure to do so!
Thanks for being such a great teacher!!
Thoroughly enjoyed the class and participants
A... from Avon
Products, Inc
The class was interesting and very helpful because
it deals directly with call centers.
The teacher was very knowledgeable and made it a
very comfortable atmosphere. Gave great examples/scenarios (i.e.
Grandma’s biscuits)
M... from Nielsen Media
Research
The class is great, love the grandma stories, and
the revival tempo, keeps the class interesting. The biggest revelation
for me is process and product metrics. It is going to be an opportunity
to develop and implement the method of process improvement when I get
home.
H... from Perot Systems
I am glad I found this class. The
class was excellent. I’ve been in a few call center training classes
that were too specific in nature. I enjoyed the broad spectrum of
opportunities this knowledge represents.
Thanks, James!!
J... from State of Missouri
Excellent! 100% utilization, capable and relatable
to real world experiences.
E... from Hercules, Inc
I like the concept and I have enough knowledge to
implement. Class pace was good and content was in manageable chunks.
Enthusiasm was very high and contagious.
G... from Georgia state University
Thanks very much for the excellent accommodations.
The class provided a good introduction to the
theory and methods. I especially enjoyed the information regarding
various reports and charts that are useful for measuring performance.
J... from Georgia state University
I thought it was a very comprehensive presentation
of what is somewhat viewed as a difficult, or intense, concept. It
provided sufficient info and detail to take back to our organization and
at least attempt to develop a respectable plan for metrics.
The class was great!! The yellow cards were
helpful. Book is a terrific resource. Mr Abbott is an excellent
presenter.
C... from ADT Security
Services
The program was outstanding. Mr. Abbott made what
could be a dry subject interesting and made it relevant to what we do &
how to implement it in our jobs.
G... from Tricare Management
Activity
Excellent class with a lot of course material.
Logical topic coverage. Good relative examples. Best statistics class I
have ever had.
M... from Treasury Inspector
General Tax Administration
I thought the class was very good! The instructor
took mathematical information and made it seem relevant.
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