Customer Service Metrics and KPIs

About Course

Course Duration: 1 week

Course Overview:

“Customer Service Metrics and KPIs” is a comprehensive 5-day program designed for professionals who want to master the art of measuring and analyzing customer service performance. Participants will explore key metrics, learn to interpret data, and develop strategies for continuous improvement in customer service operations.

Assessment:

Participants will be assessed through case study analyses, group projects, workshop exercises, a final project presentation, and the development of an innovative customer service metrics enhancement plan.

Certification:

Upon successful completion, participants will receive a “Certificate in Customer Service Metrics and KPIs,” recognizing their proficiency in measuring and optimizing customer service performance.

Day 1: Introduction to Customer Service Metrics and KPIs
Defining Key Metrics and KPIs in Customer Service
Importance of Performance Measurement in Customer Service
Overview of Global Trends in Customer Service Metrics
Linking Metrics to Business Objectives
Day 2: Designing a Customer Service Measurement Framework
Identifying Relevant Metrics for Different Business Models
Setting SMART Objectives for Customer Service
Developing a Balanced Scorecard for Customer Service
Role-Playing Exercises: Applying Metrics to Real-world Scenarios
Day 3: Data Collection and Analysis Techniques
Effective Methods for Collecting Customer Service Data
Utilizing Technology for Data Collection and Analysis
Analyzing Trends and Patterns in Customer Service Metrics
Workshop: Analyzing Real-world Customer Service Data
Day 4: Implementing Continuous Improvement Strategies
Proactive Approaches to Improving Customer Service Metrics
Strategies for Turning Data into Actionable Insights
Implementing Changes Based on Customer Service Metrics
Workshop: Developing a Continuous Improvement Plan
Day 5: Continuous Improvement and Final Project
Implementing Continuous Improvement Practices in Customer Service
Metrics and Measurement for Success in Customer Service Operations
Final Project: Developing and Presenting an Innovative Customer Service Metrics Enhancement Plan

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