Check Out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. 📒 1.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 1.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒 1.3 KPIs for Executives

    4. 🧠 1.4 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    1. 📒 2.1 Phone KPIs

    2. 💼 2.2 Case Study: How Medibank Boosted Customer Satisfaction by 15% 📞✨

    3. 🧠 2.3 Practice Lesson: Apply What You Know – Phone Support KPI Scenarios

    1. 📒 3.1 Setting the Stage for KPI Rollout

    2. 📒 3.2 Communicating & Training for KPI Success

    3. 📒 3.3 Monitoring, Coaching & Optimizing KPIs

    4. 🧠 3.4 Practice Exercise: KPI Focus Toolkit for CX Leaders

    1. 📒 Mastering CX Metrics

    2. 📖 Download Your Workbook

About this course

  • $79.00
  • 13 lessons
  • 0.5 hours of video content