Overview
Agenda

Course Introduction

In contact centers, everything revolves around numbers and targets. In such a competitive environment, efficiently measuring and analyzing metrics is one of the most important goals to achieve. However, there are so many different metrics in the contact center business that it’s easy to feel lost among them. During this course, you will learn about some of the most essential inbound call handling metrics you need to measure in your contact center.

Course information

Free course
5 videos
17 minute(s)
1 downloadable sheets

Course Agenda

    • 1
      Chapter :

      Introduction

      During this course, you will learn about some of the most essential inbound call handling metrics you need to measure in your contact center.
    • 2
      Chapter :

      Inbound Call Journey

      Learn about how a typical call journey looks like, from the customer getting in touch with a business to the agent finishing and administrating the call!
    • 3
      Chapter :

      What’s Happening in the Background of a Call

      Take a closer look at the inbound call flow and what metrics you need to measure during a call!
    • 4
      Chapter :

      Call Flow Related Definitions

      To fully understand the background of the call flow, learn about the most important call and call-flow related definitions!
    • 5
      Chapter :

      Conclusion

      This chapter sums up what you have learned during this course.
    • 6
      Chapter :

      Course Summary

      Download our free course summary!
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Meet Your Instructor

Attila Kendefi

Contact Center Expert

Attila Kendefi is a Contact Center Expert with more than 20 years of experience in the industry. Starting his career as an agent, he was soon promoted to supervisor, and then, to contact center manager. Working in an outsourced contact center, Attila has gained extensive experience in running a wide range of outbound and inbound projects. Aside from being an instructor at VCC Live Academy, he also provides consulting services to business leaders about how to improve the performance of a contact center.

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