Service Metrics for Customer Service

Introduction

• High-level performance in customer service

1. The Importance of Service Metrics

• The case for effective service metrics
• Understanding customer expectations
• Pitfalls to avoid

2. Metrics for the Service Operation

• Essential metrics for the service operation
• Workload forecast and resource management
• Accessibility and quality
• Employee engagement
• Customer satisfaction and loyalty
• Strategic value

3. Metrics for Individuals

• Two key areas of focus for individuals
• Assessing service interactions
• Calibration and coaching

4. Communicating and Using Metrics

• Ensuring metrics are SMART
• Root cause analysis: Non-statistical
• Root cause analysis: Statistical
• Clarifying responsibilities

Conclusion

• Continuous improvement