Please enable JavaScript.
Coggle requires JavaScript to display documents.
performance shop, Leadership, - Coggle Diagram
performance shop
Metrics
Analyzing the numbers
Different methods and statistical tools
Corellation
Variation
Regression
Root causes analysis for missing numbers
Action planning
Project management fundamentals - EXECUTION
What to measure
Understanding that it is a balancing act
About AHT
As a leader, you need to understand the number
Processes
QA
Quality legend
Sampling
Calculation and randomness
Calibration
Linking to CSAT
Why do we need to measure quality - QUALITY IS WHAT THE CUSTOMER SAYS IT IS
analyzing results
People
Hiring
Skils to hire
Skills to train
Training
Train to the contact
Building content
Nesting
Coaching
Coach to the contact by example
Validation of skills
Managing adherence and attendance
Managing Attrition
Creating a culture
Customer quality
Survey delivery methods
Sampling
Analysis of data
Analyzing Verbatim
How to create a survey
Why are measuring customer satisfaction
WFM
Forecasting
Tactical planning
Long term planning
Managing digital and back--office
Staffing
The math that matters
The financial impact for this
Scheduling
Perfect schedule
Rules and possibilities
Agent involvement
RTA
Fundametals of RTA
Intraday management
Having a clear process in place
What is WFM and why we do it
Supervisory
Agent well being and feed back
What is the importance of leadership
What am I here to do
Deliivering feedback
What is my routine ?
Data is everything
Leadership
Senior leadership
What Do I need to look at and how often
Exuction is 75% of the battle