These worksheets, example journey maps, ROI toolkit and Customer Queue Calculator are tools that can help propel your team into action.

Customer Queue Calculator (Erlang C)
The Customer Queue Calculator provides data on queue behavior given staffing levels, desired service level and average handling time of customer interactions.

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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. You’ll find links to a variety of example journey maps here.

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ROI Calculations Toolkit
A cost-benefit toolkit, including returns on improvements and costs of inaction, can help rally support for customer experience investments.

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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, along with gaps and improvement opportunities.


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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. As with a business plan, a customer access strategy can take many different forms. This worksheet itemizes the ten components that should be part of your plan and provides space for notes relating to each component.

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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 that meet expectations.

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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.

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