Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.

This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.

What You Will Learn

  • Understand how metrics can help you measure and achieve success
  • The primary categories of contact center metrics
  • Methods for driving buy-in and adoption of key performance indicators
  • How to keep metrics evolving into your contact center’s future

Who Should Attend?

  • Team leads and supervisors
  • Managers
  • Reporting and analytics leads and/or managers
  • Directors

Course Outline

Module 1: Defining Contact Center Success

  • Leading and Lagging Indicators
  • Six Principles of Managing Metrics

Module 2: Categories of Contact Center Key Performance Indicators

  • Seven Categories of Key Performance Measures
  • Metrics used to Measure and Manage

Module 3: A Data-Driven Approach to Contact Center Improvement

  • Role of Metrics in the Data Center
  • Identify improvement opportunities and priority
  • Identify Root Cause
  • Analyze Data

Module 4: Leveraging Contact Center Data for Business-wide Transformation

  • Change Management
  • Influencing Change

Module 5: Looking to the Future of Contact Center Metrics

  • Two Key Factors in Driving the Future
  • Future Contact Center Predictions
Calendar

Virtual Classroom

Price: $1699

These scheduled workshops provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimizes the impact on your schedule with a one-day training class.
  • Learn only what you need to with targeted, topic-specific workshops.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs


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Private Group Training

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Feb 16, 2023 - Feb 17, 2023
HDI, Virtual Classroom
Foundations in Service and Support Metrics On or before Dec 22, 2022 :
Price: $1,599.00

After Dec 22, 2022 :
Price: $1,699.00
More Info Add to Cart
May 08, 2023 - May 09, 2023
HDI, Virtual Classroom
Foundations in Service and Support Metrics On or before Mar 13, 2023 :
Price: $1,599.00

After Mar 13, 2023 :
Price: $1,699.00
More Info Add to Cart
Jul 31, 2023 - Aug 01, 2023
HDI, Virtual Classroom
Foundations in Service and Support Metrics On or before Jun 05, 2023 :
Price: $1,599.00

After Jun 05, 2023 :
Price: $1,699.00
More Info Add to Cart
Nov 16, 2023 - Nov 17, 2023
HDI, Virtual Classroom
Foundations in Service and Support Metrics On or before Sep 21, 2023 :
Price: $1,599.00

After Sep 21, 2023 :
Price: $1,699.00
More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description