These tools can help propel your team into action.
AI Idea Starter
Use this framework to see the big picture and the specifics that help you unlock the power of AI in customer service.
ROI Calculations Toolkit
A cost-benefit toolkit, including returns on improvements and costs of inaction, can help rally support for customer experience investments.
Customer Queue Calculator
This Excel-based tool helps you estimate base staff, understand customer queues, and illustrate the “power of one.”
Seven Aspects of Service and Supporting Metrics
This worksheet identifies seven key aspects of customer service and provides example metrics for each. Use the space provided to identify metrics that make sense in your environment.
Customer Access Strategy
A customer access strategy (CAS) is a framework that defines how customers can interact with your organization to access the information, services and expertise they need.
Customer Expectations
Use this worksheet to describe your customers’ expectations. Space is included for you to identify potential quality standards and how systems and processes can help deliver services.
Traits of Engaged Employees
Use this worksheet to consider six traits of employee engagement. There is space to note the prevalence of each trait, improvement opportunities, and next steps.
Example Journey Maps
Journey maps are visual tools used by organizations to tell the story of a particular type of customer’s experience. There are many different types of journey maps.