Contact Center Data Analysis

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.

Target Participants: 

• Quality Assurance Staff
• Workforce Management Staff
• Team Leader
• Supervisor
• Manager

Duration : 2 Days Program