Service Metrics for Customer Service – Brad Cleveland

Service Metrics for Customer Service

By: Brad Cleveland

Released: August 31, 2017

Level: Intermediate

Duration: 1h 15m 

Description

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.

Topics include:

• Identifying customer expectations
• Avoiding pitfalls
• Essential metrics for the service operation
• Identifying alternatives for measuring engagement
• Engaging support that drives the right behaviors
• Key areas of focus for individuals
• Assessing service interactions
• Calibration and coaching
• Clarifying responsibilities

Contents

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

About The Author

Brad Cleveland is a globally-known customer strategy, management, and omnichannel services expert.

A sought-after consultant and speaker, Brad has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.

Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR’s All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award.

One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker.

Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel.

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