Ensuring metrics are SMART

Contents

• Introduction Introduction

  • High-level performance in customer service

    51s
• 1. The Importance of Service Metrics 1. The Importance of Service Metrics

  • The case for effective service metrics

    2m 24s
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    Understanding customer expectations

    2m 59s
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    Pitfalls to avoid

    5m 13s
• 2. Metrics for the Service Operation 2. Metrics for the Service Operation

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    Essential metrics for the service operation

    5m 27s
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    Workload forecast and resource management

    6m 10s
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    Accessibility and quality

    5m 14s
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    Employee engagement

    2m 47s
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    Customer satisfaction and loyalty

    3m
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    Strategic value

    4m 55s
• 3. Metrics for Individuals 3. Metrics for Individuals

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    Two key areas of focus for individuals

    3m 48s
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    Assessing service interactions

    5m 12s
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    Calibration and coaching

    3m 23s
• 4. Communicating and Using Metrics 4. Communicating and Using Metrics

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    Ensuring metrics are SMART

    3m 44s
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    Root cause analysis: Non-statistical

    3m 13s
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    Root cause analysis: Statistical

    4m 3s
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    Clarifying responsibilities

    3m 30s
• Conclusion Conclusion

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    Continuous improvement

    4m 1s