COPC® Data Analysis for Contact Centers
It is required that you bring along a laptop preloaded with MS Excel. It is recommended that you bring your own performance data.
What You Will Learn
- Determining trends
- Comparing data
- Identifying performance vs. integrity outliers
- Using data to set targets
- Understanding variation
- Understanding efficiency metrics
Performance areas covered by this training include service level, abandonment rate, forecast accuracy, average handle time (AHT), quality, customer satisfaction, sales, utilization and occupancy.