Contact Centre Management Reporting and Analytics
3 days|Delivered on request
Contact Centre Management Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through key account management and telephone and contact centre skills and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with needs analysis, difficult conversations and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of needs analysis rather than escalating it, measured against the Consumer Protection Act
- Explain difficult conversations to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
- Improve complaint handling within their own organisation
What the course covers
- Key account management
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Customer retention
- Complaint handling
- Customer journey mapping
Who should attend
- service desk staff
- customer service managers
- sales representatives
- contact centre team leaders
