Recorded sessions exploring key issues in Performance Management
Following a performance management process, the final step regarding a company’s Key Performance Indicators (KPIs), after data gathering, is reporting and decision-making. It is crucial that this step is done correctly, as it has an important impact on how organizations utilize KPIs to inform decisions. The focus will be on understanding proper reporting guidelines, along with using business analysis techniques for better decision-making and improved initiatives for performance enhancement.
KEY BENEFITS AND LEARNING POINTS:
Identify and solve top challenges for call centers
Understand the importance of different tools for managing performance
Learn different methods for selecting and balancing KPIs
Compare your KPIs with prevalent call center performance indicators
Explore 3 examples of good practices in customer service
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