Essential Metrics for the Service Operation

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“. It defines seven key aspects of service that should always be reflected in metrics. …

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Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

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