From the course: Leading a Customer Service Team
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KPIs are not set it and forget it
From the course: Leading a Customer Service Team
KPIs are not set it and forget it
- [Tutor] The tagline set it and forget it, was made popular in the 90s for infomercials, that touted kitchen appliances, that make cooking meals simple and easy, without constant involvement. Now this may be great strategy for cooking a rotisserie chicken, but is not great strategy, for the leader of a customer service team, setting goals in the contact center. Call center performance can change based on seasonality and customer behavior. And you must build some flexibility into your goals, based on this fluctuation. During this segment, you'll learn the management disciplines critical, to developing a strong goal setting discipline, in a contact center. Let's start with setting goals at the beginning of the year. The leader of a customer service organization, should personally lead the initiative, to set metric based goals, for the contact center each year. This should be done with input from senior leadership, to…
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