Customer Service Analytics: Measuring and Improving Performance
This program focuses on the data-driven aspects of customer service, equipping participants with the skills to analyze key performance indicators (KPIs) and drive continuous improvement. Participants will learn how to use analytics tools to track customer satisfaction, identify trends, and measure the effectiveness of service initiatives. The program emphasizes the importance of using data to make informed decisions and optimize customer service operations.
Target Audience: Customer service managers, data analysts, quality assurance specialists, and operations managers.
Module 1: Introduction to Customer Service Analytics
Understanding the role of analytics in modern customer service
Overview of data types: structured vs. unstructured
Setting goals for service performance measurement
Includes case study review and group discussion on common metrics
Module 2: Identifying and Interpreting Key Performance Indicators (KPIs)
Common KPIs: CSAT, NPS, FCR, AHT, resolution rate, etc.
Aligning KPIs with customer experience goals
Avoiding vanity metrics and misinterpretation
Includes group activity to evaluate and select relevant KPIs
Module 3: Using Analytics Tools and Dashboards
Overview of analytics platforms (e.g., Power BI, Tableau, CRM dashboards)
Real-time vs. historical data tracking
Visualizing and sharing performance reports effectively
Includes guided tool walkthrough and collaborative dashboard critique
Module 4: Analyzing Trends and Customer Feedback
Gathering and segmenting feedback data
Identifying patterns, pain points, and service gaps
Integrating qualitative and quantitative analysis
Includes case study analysis of trend identification
Module 5: Using Data for Continuous Service Improvement
Root cause analysis and corrective actions
Setting benchmarks and performance targets
Data-driven coaching and employee development
Includes group exercise on creating an improvement plan using sample data
Module 6: Communicating Insights and Driving Change
Presenting findings to stakeholders effectively
Creating a culture of accountability and improvement
Embedding analytics in everyday operations
Includes group role-play on stakeholder presentation and action planning