Identify trends in customer surveys, and learn alternatives for measuring and scoring customer service interactions. Learn about the importance of getting both external and internal input. Identify decisions you will need to make around scoring, and hear recommendations and cautions on using scores and interpreting results.
- Let's now explore ways to assess and measure…individual service interactions.…Here we'll take a deeper look at how to track and leverage…quality for individuals,…and look at scoring alternatives.…And I'll offer some recommendations to keep in mind…as you interpret results.…There are a number of alternatives for assessing…the quality of service interactions.…The most common include direction observation,…role play, recorded interactions,…customer input, mystery shoppers,…analytics if you have recorded interactions,…and potentially others.…
We recommend getting input from both the customer's…perspective and internally.…Today there are many solutions that enable you to survey…customers through the channels that make the most sense,…and in an era of customer fatigue from being over-surveyed,…it's notable how high the response rates can be…for transaction-specific surveys that are short,…easy, and immediately follow an interaction.…And with automated surveys,…you can get a large sample that can be tied to agents…
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