Purpose

This activity is designed to test your interpretation of call statistics produced by typical Contact Centre ACD systems. It will enhance the evaluation skills of those who complete it.

Benefits

Call Statistics can help you devise work schedules, examine staffing levels, compare staff performance and pre-empt customer concerns.

Related Solutions

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Practical. An examination of call statistics to consider the management data ACD can provide to assist in the running of an effective Centre.

Time to Complete

Length

pages

Participants

Price

(inc. VAT)