← ccPlanning Academy

What each contact-centre metric really tells you, where targets backfire, and how to cut your dashboard down to the numbers that drive decisions. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.

1. 1

   What a metric is for

   The behaviour you get is the behaviour you measure — choosing metrics is choosing incentives.

   Micro~5 min
2. 2

   Service level vs answer rate

   What each measures, why 80/20 is a choice not a law, and the abandonment trap.

   Deep dive~10 min
3. 3

   Occupancy — the burnout dial

   What occupancy measures, why it trades off against service, and the burnout risk of running it hot.

   Micro~5 min
4. 4

   The tyranny of AHT

   Essential for planning, toxic as an agent target — and what to measure instead.

   Micro~5 min
5. 5

   CSAT, NPS & quality

   What the experience metrics really capture, their sampling and bias traps, and how to use them honestly.

   Micro~5 min
6. 6

   Leading vs lagging indicators

   Which numbers warn you in time to act, and which only confirm what already happened.

   Micro~5 min
7. 7

   Kill your dashboard

   Vanity metrics vs decision metrics — cutting the board down to what people actually act on.

   Deep dive~10 min
8. 8

   The cost of your service level

   Why 80/20 is a tradition not an answer — and how to find the service level that costs least.

   Deep dive~10 min