How to choose the metrics which will focus your attention and energy in the right areas.
Foundations of Great Service
Are you delivering high quality customer service? To answer confidently you will need a clear standard to measure against, one based on your own company’s goals and values.
Three key outcomes for this lesson
This lesson starts by covering the two key elements of reporting: volume and performance. Then, you’ll learn how to go beyond the basics to set up a reporting system that will help you better understand your customers and your business.
How to understand the causes of your support volume, and take action to reduce them.
Building systems to identify, collect, and use customer insights with your service team.
