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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

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