Call Centre Performance Management
| Course Code | CALL-404 |
|---|---|
| Lecture hours per week | |
| Lab hours per week | |
| Course Availability | Open |
| Description | This course will cover the following key topics: basic forces – random call arrivals and queuing theory; key areas for performance success in service and productivity; ways to measure and track service and productivity performance (team/individual); sources to collect accurate data for planning; models, tools and practices to ensure optimal performance in call centre operations. |