Managing by the numbers is critical to call center success. Call center managers and supervisors rely on a small subset of data called Key Performance Indicators (KPIs).

Successful managers and supervisors understand how to read, interpret, analyze, manage, and act upon these numbers. This seminar introduces the most common and critical KPIs, providing clear definitions and applications as well as actual formulas and calculations.

This seminar will de-mystify the math behind the numbers as you learn what KPIs to focus on, what they mean to you and your team, and how to use them to improve your call center’s performance.