Program Details
Objectives :
- Enrich professional insight & competence in contact centers in terms of data analysis and interpretation.
- Learn the analysis process use to improve contact center performance.
- Teach how to use several analytical methods that are suitable for various problem analysis in a contact center.
- Practice how to read and analyze contact center Key Performance Indicator data.
Outline :
1. Contact Center Analyst
- a. Contact Center Analyst Competency’s Model.
- b. Analytical Skill.
- c. Contact Center Management Model.
2. Contact Center Dynamics
- a. Complexity of Contact Center.
- b. Contact Center Model for Success.
- c. Contact Center Building Blocks.
- d. Contact Center Unique Environment.
- e. Contact Center Challenges.
3. Role of CRM (Customer Relationship Management) in Contact Center
- a. CRM Definition & Objectives.
- b. CRM Strategy.
- c. CRM Alignment in Contact Center Strategy.
- d. CRM Involvement in Contact Center.
4. Data Analysis Method
- a. Analysis Process.
- b. Analysis Method.
- c. Quantitative Analysis.
- d. Qualitative Analysis.
- e. Analytical Tools Used in Contact Center.
5. Contact Center Performance Analysis
- a. Managing Contact Center Improvement .
- b. Service Level Performance Analysis.
- c. Quality Performance Analysis.
- d. Efficiency Performance Analysis.
- e. Customer Satisfaction Performance Analysis..
Other Information
Target Participants:
- Quality Assurance Staff.
- Workforce Management Staff.
- Team Leader
- Supervisor
- Manager
Duration : 2 Days Program
