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• Archive: Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics are.
• Wisely employed, the right metrics help guide decisions, support collaboration, and encourage better performance.
• But metrics that are incomplete, unfair, or misapplied can send the wrong messages, negatively impact customers and employees, and lead to inefficiencies.This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance.
• Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.Topics include:Identifying customer expectationsAvoiding pitfallsEssential metrics for the service operationIdentifying alternatives for measuring engagementEngaging support that drives the right behaviorsKey areas of focus for individualsAssessing service interactionsCalibration and coachingClarifying responsibilities