Contact Center ccAnalytics Problem Solving 2018-05-10T11:39:38+00:00
contact center analytics training or contact center Six Sigma Training

 

 

ccAnalytics™ Overview

Use Insite’s ccAnalytics training to improve the performance of your contact center(s).  You will learn how to apply suitable analytical tools to specific contact center metrics with easy to follow step-by-step instructions.

Outcomes

  • Classify relationships between key output metrics (Customer Satisfaction, Quality, Service Level, etc.) and input metrics
  • Develop coaching skills that foster relationships, repetition and recognition to ultimately deliver performance improvement
  • Implement the appropriate statistical tools with specific contact center guidelines and benchmarks
  • Apply suitable statistical tools to specific contact center metrics
  • Facilitate efficient project implementation by streamlining improvement methodology to deliver performance results

Target Participants – Customer Support and Operations

  • Vendor Manager
  • Operations Manager
  • Fast-Track and High Performance Supervisors
 

Target Participants – Support Departments

  • Customer Satisfaction Performance
  • Command Center
  • Customer Experience/Satisfaction
  • Finance
  • Human Resources
  • Information Technology
  • Project Management/Implementation
  • Quality Monitoring
  • Reporting & Analysis
  • Training
  • Workforce Management
 

Sample Results

At JetBlue, Insite facilitated our customized ccAnalytics Training by combining our best practices with the culture of their organization and by implementing practical methods and timelines to limit the loss of momentum.  Insite taught their agents how to measure and define quality in each of their contact center support departments, improve performance by utilizing a structured methodology and the process/data analytics, and how to communicate the improvements within their company, saving JetBlue $1,261,943.