From the course: Service Metrics for Customer Service
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Accessibility and quality
From the course: Service Metrics for Customer Service
Accessibility and quality
- 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…
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