In this course, you will be able to identify, define and link performance measurements into Call Center KPIs. You will discover a call center’s architecture within the framework of a business model and the main underlying technologies. You will learn the indicators terminology, the calculation formulas, and the best practice to reach your targets. Examples will be shown on how to measure the quality of a call and the agent’s productivity and quality indicators. Discover the key indicators related to measuring supervisors and managers performance and find out what your measurements should be based on.