KPIs for Customer Service Teams

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Description:

When you’re leading a customer service team, you’ve got lots to keep track of. You’ve got people to manage, services to provide, and targets to hit. So, wouldn’t it be helpful to have a road map telling you if things were heading in the right or wrong direction? With KPIs, you do!<br><br>KPIs, or Key Performance Indicators, are a set of metrics to help you monitor, visualize, analyze, and optimize your customer-service operations. These indicators give you a 360-degree view which can help highlight where improvement is needed and which decisions to prioritize. This course will tell you everything you need to know.<br><br><strong>By the end of this course, you’ll be able to:</strong><br><br>• Identify the best KPIs for outstanding customer service<br>• Recognize how a smart dashboard can help you effectively track KPIs<br>• Utilize KPIs to optimize customer service operations<br><br><strong>Why take this course?</strong><br><br>As someone who works in a customer service role, such as customer account manager, customer representatives and customer executives, it’s important to measure your team’s success as well as your own. KPIs can help you do this. In this course you’ll learn which KPIs are most important for customer service teams, effective methods for tracking individual KPIs, and how to use KPIs to improve customer service operations.<br><br>15 mins | SCORM | Takeaway Tasks