Small Business Customer Service Performance Metrics - Seguridad Mania.com - España y América Latina

Critical KPIs you need to measure to ensure a great customer experience Many large organizations are skilled at measuring and optimizing wide variety of Key Performance Indicators (KPIs) designed to make sure their call centers are providing excellent customer service. But for smaller businesses that may be just ramping up service and support teams, the job of selecting which KPIs to focus on and then determining the appropriate level of performance for each is often confusing. Questions like “how do I create an SLA?” "what is an acceptable wait time?” or “what is an acceptable dropped call percentage?” are often asked. In this webinar hosted by NewVoiceMedia, you will learn the answers to those questions and many more. Join Art Schoeller, Principal Analyst at Forrester Research on Wednesday, December 16th at 8am PST to find out what small businesses can learn from larger call centers about establishing and measuring performance metrics. You will learn: •What service levels you should strive for when getting started •How to measure abandoned calls •How to determine an appropriate average handle time for calls, emails and other interactions •How to establish individual and team objectives •What is an NPS score and what score should you consider to be acceptable vs exceptional •Why and how to measure customer effort