Learn about common problems that arise when metrics are misapplied, including trying to measure too much, not measuring the right things, encouraging the wrong behaviors, and missing opportunities. Learn examples of the downside of focusing on the wrong metrics.
- In the 1960s,…as mainframe computers were entering the business world…and inspiring much awe,…sociologist William Bruce Cameron observed that…wouldn't it be nice if everything could be represented…in numbers and run through an IBM machine?…But he warned, "Not everything that counts can be counted,…"and not everything that can be counted counts."…This quotation is sometimes attributed to Albert Einstein…and though the source is not entirely clear, the message is.…And it's fair warning,…we've got to be mindful about the metrics we establish…and how much we read into them and…how we use them to guide decisions.…
Here are some common pitfalls I see…in using service metrics in customer service.…One is simply not measuring the right things.…I recall meeting with executives of a large firm…that provides HR and payroll services.…They had won awards for the quality…of their call center service,…but they were seeing some troubling downward trends…in customer satisfaction.…Why?…What was wrong?…As we discussed emerging service channels,…
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