Calls Are Costly—Make Them Count

Track what matters and improve customer experience with clarity.

  • Understand the KPIs that drive call center performance and customer satisfaction.

  • Learn how to assign KPI ownership and create team accountability.

  • Access a proven rollout strategy to introduce new phone metrics with buy-in.

  • Use downloadable scorecards and dashboards for voice channel reporting.

  • Improve both agent efficiency and customer trust over the phone.

Inside This Course: KPI Confidence for Your Call Channel

Fast, focused training to help you turn every call into a CX win.

    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

  • 13 lessons
  • 0.5 hours of video content