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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

  • Contact Center Analyst Competency’s Model.
  • Analytical Skill.
  • Contact Center Management Model.

2. Contact Center Dynamics

  • Complexity of Contact Center.
  • Contact Center Model for Success.
  • Contact Center Building Blocks.
  • Contact Center Unique Environment.
  • Contact Center Challenges.

3. Role of CRM (Customer Relationship Management) in Contact Center

  • CRM Definition & Objectives.
  • CRM Strategy.
  • CRM Alignment in Contact Center Strategy.
  • CRM Involvement in Contact Center.

4. Data Analysis Method

  • Analysis Process.
  • Analysis Method.
  • Quantitative Analysis.
  • Qualitative Analysis.
  • Analytical Tools Used in Contact Center.

5. Contact Center Performance Analysis

  • Managing Contact Center Improvement .
  • Service Level Performance Analysis.
  • Quality Performance Analysis.
  • Efficiency Performance Analysis.
  • 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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