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.
This class was
designed for center managers who told us they need guidance in
preparing, analyzing, and applying information. We designed a class that
teaches the tools and background to implement a reporting system.
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."
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 fromTake 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!"
While Taking this class
add the Designing Six Sigma Centers to the maximize the knowledge.
"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." -- Paula Mezo, Purdue University
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 Sperry - Senior Solutions Architect at Tiverity
Consulting
Excel templates for each type of
reporting – just plug in your data
Practice Excel spreadsheets to
reinforce your knowledge
The proprietary book Preparing
Call Center Metrics, a $200 value. Preparing Call Center Metrics is the companion to
the best selling metrics book The Executive Guide to Call Center
Metrics. Both of these books were written by your instructor.
One recent student said, "Training
materials- book- reference guides yellow cards, etc. invaluable!!"
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
You will receive continuing education
credits of 2.4 CEUs
The goal Come to this class and learn the 21st century metric methods.
Variability's impact on your center 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. You must know how to prepare the
reports that will get used. This section will teach you how to read the
metric for better decision-making. 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 decision-making and their impact on metric views
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.
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!
