Global Certificate in Customer Service Performance Metrics Analysis
-- ViewingNowThe Global Certificate in Customer Service Performance Metrics Analysis is a crucial course designed to equip learners with the skills to analyze and improve customer service delivery. This certification course highlights the importance of performance metrics in customer service, enabling learners to assess customer satisfaction, loyalty, and overall service quality.
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โข Customer Service Metrics Fundamentals: Introduction to key customer service metrics, their importance, and how they are used to measure performance.
โข Service Quality (SQ): Understanding the concept of Service Quality and its role in measuring customer service performance.
โข Customer Satisfaction (CSAT): Defining Customer Satisfaction, its calculation, and how it impacts overall customer service performance.
โข Net Promoter Score (NPS): Overview of NPS, its calculation, and how it reflects customer loyalty and advocacy.
โข Customer Effort Score (CES): Understanding CES, its significance in measuring customer service, and how it affects customer loyalty.
โข First Contact Resolution (FCR): Explanation of FCR, its benefits, and how it is used to assess customer service efficiency.
โข Customer Retention Rate (CRR): Definition and calculation of CRR, and its importance in measuring customer service success.
โข Average Resolution Time (ART): Overview of ART, its impact on customer satisfaction, and how it is used to evaluate customer service efficiency.
โข Key Performance Indicator (KPI) Analysis: Explanation of KPIs, their role in customer service performance measurement, and how to interpret KPI data.
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