From the course: Service Metrics for Customer Service
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Pitfalls to avoid
- 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?…
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