Signs of Success - Metrics and Measures of WFM Performance
Tuesday Nov 7, 2:00 PM – 3:00 PM EDT — RECORDING
Almost
every contact center employee has a performance scorecard, outlining expected
levels of performance in many different areas. The workforce management team is
no exception. While the tasks may vary from center to center depending on size
and functional design, there are common ways to define metrics that point
to good performance and a job well done. Learn about the four components of WFM
success, along with different ways to measure and report the numbers. See
measurement case studies, along with best practices for defining WFM metrics.
Seminar
attendees will learn to:
- Identify
the four components of WFM success.
- Apply
the analysis steps to sample data.
- Define
customer and employee satisfaction metrics.
- Identify specific questions to gauge
satisfaction with the WFM team.
Presenter:
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Maggie Klenke, Founding Partner, The Call Center School
Maggie is an active industry consultant. She aids clients in development of strategic and tactical plans, technology applications and integration, staffing and scheduling, service level analysis, and overall management issues. Maggie teaches seminars on a wide variety of call center and telecommunications topics and is a popular speaker at industry conferences.
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