KPI, Dashboard & Scorecard for Call Centers

Introduction

The "KPI Dashboard and Scorecard for Call Centers" training course is designed to develop the key performance management competencies needed to improve specific processes, such as KPI selection, KPI documentation, KPI data gathering and reporting. The course content includes customized solutions for call centers, in order support the implementation of a KPI Performance Management Framework.

3 Key business benefits

• Obtain higher organizational results by deploying the best KPI measurement techniques and by implementing performance improvement initiatives;
• Enhance your decision making process by appropriately using performance management tools;
• Successfully implement a KPI Performance Management Architecture by analyzing international best practices in call centers.

5 Benefits

• Efficiently measure performance by implementing the best KPI selection process;
• Experience a customized approach by practicing your skills in working with specific call center KPIs; 
• Make more efficient decisions by learning not only how to measure performance, but also how to deploy data in the decision making process;  
• Access rigorous tools that help you implement a KPI Management Framework by receiving 10+ templates used in working with KPIs;
• Access an innovative learning experience based on a 3 stage educational process;

Learning objectives

• Structure the implementation of a performance management architecture;
• Apply best practice techniques in KPI selection;  
• Use documentation forms to learn how to document KPIs; 
• Discover methods to improve the quality and efficiency of the data gathering process;
• Practice decision making based on data.

Evaluation

The Learning Assessment Quiz will take place at the end of the second day of training.