COPC® Data Analysis for Contact Centers
COPC® Data Analysis for Contact Centers will teach you techniques used by some of the world's most successful companies to analyze their contact center as well as other factors affecting the customer experience. This hands-on workshop is designed to equip managers, team leaders, quality and workforce management staff with new skills in practical data analytics that can be immediately applied in your CX operations.
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.