Call Center - Data Collection & Analysis

Align the Call Center

Description:
The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process. Attendees will learn where to look for data and how to scrutinize the data to make sure it’s appropriate to feed into the forecasting process. The class will review mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be discussed.

Webinar Objectives:

• Define the basic principles of data-gathering in the workforce planning process
• Identify the sources of call center cross-selling planning data
• Describe the impact of call routing and button usage on input data
• Identify data aberrations and how to adjust for them
• Outline business drivers most pertinent to the planning process

Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center - data collection & analysis customization and delivery options for your company, please contact us.