Establishing the right target and performance system for employees and teams ensures definite results. When this is not the case, undesirable behavior can be triggered. After our Contact Center Goals (KPI) and Holistic Performance System training, we address the right goals for the Contact Center and their relationships.

MODULE 1

• Basic Contact Center Dynamics
• 9 Planning Stages
• 6 Immutable Rules

MODULE 2

• Primary Contact Center Objectives (KPI) in 6 Main Topics
• Balanced Scorecard in Contact Centers
• Agent, Team Leader, Criteria that Should and Should not be Included in Scorecard
• Scorecard examples for Inbound and Outbound Operations