Program and Campaign Performance Measurements and Reports

<h3>Program and Campaign Performance Measurements and Reports Overview</h3>This module focuses on the aspects of program and campaign measurements and reports, including performance measurements, campaign lists, pilot testing, reporting, and analyzing data. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>Describe Contact Center program and campaign performance measurements.> <li>Describe Agent and Lead performance measurements. <li>Establish when to run performance measurement stats. <li>Explain the critical necessity of performing program and campaign performance measurements in a Contact Center. <li>Determine what type of lists should be used in a campaign. <li>Determine the effectiveness of a calling list. <li>Implement testing to develop measurable performance benchmarks. <li>Monitor and analyze the performance measurement line items. <li>Develop the basic tracking forms to track Call Application performance measurements. <li>Develop reports required for campaign and program measurement. </ol> <h3>Course Outline</h3> <ol> <li><b>Performance Measurements </b> <ul> <li>Agent and Lead Performance Measurements <li>Program Performance Measurements </ul> <li><b>Program/Campaign Lists</b> <ul> <li>List Types <li>Database Management <li>Call Frequency <li>List Construction </ul> <li><b>Pilot Testing </b> <ul> <li>Hourly Reporting <li>Pilot Testing Program Changes <li>Program Performance After the Pilot Test </ul> <li><b>Reporting</b> <ul> <li>Development of Forms <li>Categories of Reports </ul> <li><b>Analyzing Data</b> <li><b>Activities and Test</b> </ol>