The damage done to service delivery by using wrong KPI's is hard to underestimate. Failing to focus on the customer experience and failing to deliver documented value to the organisational business-model are probably the two most serious consequences. Unhappy customers, concerned senior management and demotivated service staff might be a better way to highlight this.
It would seem service centres lost their way primarily by adopting the machine measures marketed by the CTI vendors wanting to sell their machines and software solutions. Producing 'completed phone-calls' rather than 'happy customers' was easier for the machines to measure and in time these measures were elevated to become the KPI's of the call centre, and the 'call-factory' was born. Productivity was misdefined as 'how to take more calls with fewer service reps' to the detriment of the call outcome, the customer experience and the added-value to the business model.
This Seminar will help you learn how to identify & develop real Key Performance Indicators which reflect the business purpose & strategy of your organisation and it is guaranteed to change your view on service delivery.
- Learn how to implement real valuable KPIs in your Customer Service Department
- Tools and new models to document and implement better KPI's
- Be inspired and get new ideas which immediately can be applied in your centre
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"I would like to thank you again for the 2 wonderful days I have spent with you in Amsterdam. It was great, it was super!!! You have given me so much strength in finding the solutions for measuring in a positive way the performance of respectful and hardworking members of my Customer Service group"
Ron - Netherlands
"I insist on thanking you again for a marvellous 2 days. The seminar was inspiring."
Hilde Lannoo - Belgium
Send 3 attendees and get the third @ half price |
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