Introducing new processes and technology into your Customer Service organization can be stressful and overwhelming. But it doesn’t have to be. You just need to figure out where to start – and usually that involves assessing your current service workforce against the organizational objectives you have set in order to understand if you’re truly driving the behaviors you want to achieve.
We’ve worked with both big and small companies across all different industries to understand what works and what doesn’t when it comes to setting your Key Performance Indicators. How many KPI’s should you have? What are the leading indicators and behaviors that align to those KPI’s? How do I incentivize my people the right way? How often should we adjust targets to stay relevant? How do I tie these targets into a coaching methodology?
These may all seem like simple questions, but the answers can vary greatly depending on where your Customer Service organization lies in its evolution. The days of merely setting static goals for AHT and FCR and then forgetting about them are over. Come talk to us and we can help you complete a comprehensive KPI & Behavioral Assessment that will set you off on the path towards Customer Service success.