ICMI Training Catalog - (Page 5) 5 ESSENTIALS PEOPLE S T R AT E G Y O P E R AT I O N S TECHNOLOGY Measuring Call Center Effectiveness Get a crash course in call center metrics! Sort through the maze of contact center data to determine the metrics that drive success in your center. Move beyond simple benchmarks and learn how to set the right goals for your unique contact center. What gets measured, gets done—leave this workshop feeling confident you are measuring the right activities at all levels in your center. Attend this seminar and you’ll: Gain confidence that you’re measuring what matters most Explain current results in the context of interrelated measures Determine how to measure individual agent performance Assess the effectiveness of service delivery across all contact channels Understand the relationship of key call center measures Know how to take action after examining results Explore how measures can identify root causes Only available at Seminar Symposiums Dates and Locations: August 21 . . . . . . . . . . . . . . . . . . . . Washington, D.C. (Seminar Symposium) November 13 . . . . . . . . . . . . . . . . . . Ponte Vedra, FL (Seminar Symposium) $845 ICMI member | $995 non-member* Register at www.icmi.com/metrics or call 800.672.6177 “I very much enjoyed the atmosphere and attitude. The coursework will be referenced frequently.” — Nathan Howes, Client Manager, Christian Science Publishing Society CIAC Certification Training ICMI’s Certification Training does more than just prepare you for CIAC certification— you acquire tangible skills and knowledge that create real value for your organization and your customers. www.icmi.com/certification 800.672.6177 www.icmi.com 1-DAY http://www.icmi.com/metrics http://www.icmi.com/certification http://www.icmi.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI Training Catalog ICMI Training Catalog Schedule at a Glance Essentials Operations Strategy People Technology On-Site Seminars Web Seminars ICMI Training Catalog ICMI Training Catalog - ICMI Training Catalog (Page 1) ICMI Training Catalog - ICMI Training Catalog (Page 2) ICMI Training Catalog - Schedule at a Glance (Page 3) ICMI Training Catalog - Essentials (Page 4) ICMI Training Catalog - Essentials (Page 5) ICMI Training Catalog - Operations (Page 6) ICMI Training Catalog - Operations (Page 7) ICMI Training Catalog - Operations (Page 8) ICMI Training Catalog - Strategy (Page 9) ICMI Training Catalog - People (Page 10) ICMI Training Catalog - People (Page 11) ICMI Training Catalog - People (Page 12) ICMI Training Catalog - Technology (Page 13) ICMI Training Catalog - On-Site Seminars (Page 14) ICMI Training Catalog - Web Seminars (Page 15) ICMI Training Catalog - Web Seminars (Page 16)
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