Service Metrics: do your customers really care?
Average call lengths, first call resolution rates, call transaction satisfaction levels, support rep utilization rates, average time to call close. Everyone knows that to
deliver world-class service you need to really manage to the key success metrics.
After all we want to be sure our customers have a great service experience, right?
Is it possible to lose the forest for the trees in our drive to deliver great service
metrics? Does the customer really want their call answered quickly and efficiently?
Or is it possible that we’re missing the mark altogether for the customer, (while
hitting all our performance measures?)
Other perspectives on value from John:
Want to know more about our FACTS:x methodology?
Find out how FACTS:x can help you discover and
deliver superior value to your customers.
John Geffel, Managing Partner
John’s primary focus at VALUE:driven is on the FACTS:assess and FACTS:target areas as well as providing oversight and account management for all of the company’s engagements through it’s consulting alliance partners. John also leads the mentor/coaching program for the Oregon Entrepreneur’s Network in Portland, Oregon.
Read more about John and VALUE:driven's team of experienced partners.
Find out what John's talking about today in his personal blog.
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