Service Metrics for Customer Service/ with Brad Cleveland.

Format:

Video

Author/Creator:

Cleveland, Brad, speaker.

Contributor:

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Video recordings.

Physical Description:

1 online resource

polychrome

Place of Publication:

Carpenteria, CA:: linkedin.com, 2017.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Learn how to establish the right metrics to effectively measure customer service efforts.

Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics are. Wisely employed, the right metrics help guide decisions, support collaboration, and encourage better performance. But metrics that are incomplete, unfair, or misapplied can send the wrong messages, negatively impact customers and employees, and lead to inefficiencies. 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.

Participant:

Presenter: Brad Cleveland

Notes:

8/31/20171

Access Restriction:

Restricted for use by site license.