Identify accessibility metrics that answer the question, "Are you available when your customers need you?" Understand the uses and pitfalls of these metrics and hear guidelines to selecting sensible metrics that support accessibility. Learn how to establish quality metrics that answer the question, "Are you doing the right things to support your customers?" Acquire tips for using quality metrics to improve processes, identify technology innovation opportunities, and develop employees.
- Let's take a look at some metrics…that support two more…of the seven aspects of customer service,…accessibility and quality.…As with workload forecast and resource management,…accessibility and quality are closely related…and complementary.…For most organizations customers demand access to service…through an increasing number of communication channels.…They might walk in or call or send an email,…initiate a chat, use your website, participate in forums,…or seek out any number of other contact channels.…
All of these channels require you to consider accessibility…from the perspective of your customers…and their needs and expectations.…In customer service there are two broadly defined types…of customer facing work.…There's work that must be handled as it occurs,…such as a customer who walks in or calls,…and there's work that can happen later,…such as handling a customer email.…Because scheduling strategy is different for each,…one type of work is on demand…and the other is more flexible,…you'll need metrics that reflect both.…
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.
- Identifying customer expectations
- Avoiding pitfalls
- Essential metrics for the service operation
- Identifying alternatives for measuring engagement
- Engaging support that drives the right behaviors
- Key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Clarifying responsibilities