Performance Metrics and KPIs for Service
Performance Metrics and KPIs for Service is the ability to define, measure, and interpret key performance indicators and other significant metrics pertaining to customer support and service effectiveness, encompassing aspects like response times, issue resolution rates, and customer satisfaction scores, to facilitate continuous performance improvement.
Level 1: Emerging
At an emerging level, you are beginning to understand and track common performance metrics and KPIs for customer service such as response times and customer satisfaction ratings.
Level 2: Proficient
At a proficient level you are able to effectively analyze and interpret performance metrics and KPIs to ensure optimal customer support and service delivery, driving improvements and operational efficiency within the organization.
Level 3: Advanced
At an advanced level, you are proficient in developing and implementing sophisticated performance metrics and KPIs for service, utilizing data analytics to drive continuous improvement and excellence in customer support.
