Overview
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Learn how to establish the right metrics to effectively measure customer service efforts.
Syllabus
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Introduction
- Welcome
- What you need to know before watching this course
- The case for effective service metrics
- Understanding customer expectations
- Pitfalls to avoid
- Essential metrics for the service operation
- Workload forecast and resource management
- Accessibility and quality
- Employee engagement
- Customer satisfaction and loyalty
- Strategic value
- Two key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Ensuring metrics are SMART
- Root cause analysis: Non-statistical
- Root cause analysis: Statistical
- Clarifying responsibilities
- Continuous improvement
