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Ch 6: Call Center Performance & Metrics

About This Chapter

Have your call center employees complete this chapter to learn important concepts related to call enter metrics and performance. The chapter can be accessed at any time, and your employees can study these lessons to see how they can effectively evaluate their work performances.

Call Center Performance & Metrics - Chapter Summary

In this chapter, your employees will review a variety of call center performance metrics. As your employees work through the chapter, they'll become familiar with customer experience management, call center ASA and the benefits of technology on customer satisfaction.

The chapter also includes short quizzes to give your employees the opportunity to determine whether they've retained their knowledge. Employees can study at any time that fits their schedules, and the chapter is accessible on any computer or mobile device.

How It Helps

  • Improves performance: Call center employees will be able to more effectively analyze and improve their work performance.
  • Benefits customers: Offers insights into the ways in which call center technology can improve customer satisfaction.
  • Builds awareness: Employees will become more aware of topics related to customer experience management.

Skills Covered

After completing this chapter's lessons, your employees will be able to:

  • Use the call center ASA formula
  • Recognize the benefits of customer experience management
  • Explain how customer satisfaction is increased by call center technology
  • Assess metrics for call center performance analysis

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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