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Lynda - Service Metrics for Customer Service - 601774
Lynda - Service Metrics for Customer Service
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.


Table of Contents

  • Introduction
  • 1. The Importance of Service Metrics
  • 2. Metrics for the Service Operation
  • 3. Metrics for Individuals
  • 4. Communicating and Using Metrics
  • Conclusion
  • Lynda - Service Metrics for Customer Service


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