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Michigan State UniversityMichigan State UniversityInfrastructure Planning and Facilities

Technology workshop presentations: call center essentials

  • Part 1: Explains key performance indicators, how they differ from supporting metrics, and how to select KPIs that meet the different information needs of executives, management and agents in order to facilitate good decision-making.
  • Part 2: Provides useful tips for agent coaching, reporting and workforce management processes, including real time, that help define supervisor and agent roles, encourage ownership, prioritize the right things and improve performance.
  • Watch part 2 video (leads to web page)