From the course: Leading a Customer Service Team
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Leadership: What gets measured gets done
From the course: Leading a Customer Service Team
Leadership: What gets measured gets done
- [Instructor] William Deming was correct when he said, "What gets measured gets done." This is especially true in a contact center when you lead a customer service team. The data generated by your call center reporting system and how you use it, allows you and your team to focus on costs, revenue, or customer experience. But if you're intentional, you can focus on all of the above. But what metrics or KPIs should I focus on as a leader of a customer service team? Whether you have a customer service team of 50 representatives in one room or 500 representatives stretched across the globe, one thing you can be sure of. They will make a concerted effort to focus on whatever metrics the leadership of the customer service team focuses on. In this lesson, we will explore the steps in developing a metric-focused customer service team. Let's start with KPIs. In the contact center, specific KPIs are tied to the mission and goals…
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