Analytics and Reporting: Developing a Contact Centre Reporting Plan
The areas of performance optimization and performance analytics are getting much attention today as one of the biggest opportunities for improving overall performance in the contact Centre. What is the difference between reporting, analytics, and performance management? This session is designed to help contact Centre managers and analysts understand these important functions – and the associated technologies – in order to make better decisions. Attendees will learn the basic roles of each of these three major functions, how they differ, and how they interrelate. Discussions will include how and when to apply these functions based on the specific challenges you face and how to communicate the results to your stakeholders.
Students will learn to:
– Develop a reporting strategy aligned with enterprise mission and goals.
– Identify the sources of data to be utilized in reporting and analytical tasks.
– Describe the role of performance management supported by reporting and analytics.
– Identify some of the technologies involved in analytics and performance management.
– Recognize best practices for communicating performance results to each of the stakeholder groups.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.