Front Academy

Home Dashboard Events Learning Paths
Sign Out

Measuring and improving team performance

course
Measuring and improving team performance

About the Course

If you want to know how to serve your customers best, you need a crystal clear understanding of your teams’ effectiveness. In this course, you’ll learn how to use the Team Performance report to gain insight into conversation volume, how fast your team handles conversations, your busiest times of the week, and how specific teammates are performing.

Course Instructor

Helena Li
Helena Li
Product Education Manager
Not started
Enroll
Course Outline
  1. Main metrics for an overview of your team
    1. What are the main metrics?
    2. Application: reduce customer wait times
    3. Application: invest in training or resources for your team
    4. Application: create onboarding or team summaries
  2. Busiest times for your team
    1. See a heatmap of how busy your team is
    2. Application: staff your team properly
  3. Team performance table for individual productivity
    1. Customizable table to track teammate performance
    2. Application: Help individuals improve
  4. Hands-on activity
    1. How quickly does your team reply?
  5. Quiz
    1. Check your understanding
  6. Feedback
    1. How did you like this course?
Measuring and improving team performance

About the Course

If you want to know how to serve your customers best, you need a crystal clear understanding of your teams’ effectiveness. In this course, you’ll learn how to use the Team Performance report to gain insight into conversation volume, how fast your team handles conversations, your busiest times of the week, and how specific teammates are performing.

Not started
Enroll
Course Outline
  1. Main metrics for an overview of your team
    1. What are the main metrics?
    2. Application: reduce customer wait times
    3. Application: invest in training or resources for your team
    4. Application: create onboarding or team summaries
  2. Busiest times for your team
    1. See a heatmap of how busy your team is
    2. Application: staff your team properly
  3. Team performance table for individual productivity
    1. Customizable table to track teammate performance
    2. Application: Help individuals improve
  4. Hands-on activity
    1. How quickly does your team reply?
  5. Quiz
    1. Check your understanding
  6. Feedback
    1. How did you like this course?

Course Instructor

Helena Li
Helena Li
Product Education Manager