Professional Certificate in Contact Centre Key Performance Indicators
-- ViewingNowThe Professional Certificate in Contact Centre Key Performance Indicators (KPIs) is a crucial course designed to enhance your understanding of the essential metrics in contact center performance. This program highlights the importance of data-driven decisions, enabling you to monitor and improve your contact center's efficiency and effectiveness.
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โข Understanding Key Performance Indicators (KPIs)
โข Importance of Measuring Contact Centre Performance
โข Common Contact Centre KPIs
โข Service Level Agreement (SLA) and KPIs
โข Customer Satisfaction (CSAT) and KPIs
โข First Call Resolution (FCR) and KPIs
โข Average Handle Time (AHT) and KPIs
โข Quality Assurance (QA) and KPIs
โข Using KPIs to Improve Contact Centre Operations
โข Best Practices for Implementing KPIs in Contact Centres
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