Leveraging Your Scorecards: The ABCs to Test Your Best Metrics
Leveraging the Agent Scorecard to attain overall Excellence
Continuously, businesses have taken measures to gain a better customer’s relationship in the buying and selling of products and services. Many take a ‘snapshot’ look at marketing, operations, or automation, but few through the eyes of Total Customer Service Excellence. The forward-thinking picture of today’s competitive market demands diagnostics in areas that quantify change and build strategic outcomes. In today’s IQ session, lets talk about the optimization of tangible, actionable, and visible checkpoints for Excellence by use of your Balanced Scorecard.
- Agents - what do they WANT to know: How can I hire, monitor, coach using a unified Scorecard for feedback?
- Business IQ - what do they NEED to know: Where and if the organization might prioritize a change for branding and investments?
- Customer - what do you KNOW about them: What levels satisfaction to service recovery can help the Agent fulfill a request?
- Systems is the 4th dimension! How might you forecast and give probability to the unknown processes and technologies?
Dru Phelps, an independent Value Partner, shares 23 years of pragmatic expertise in customer service, quality satisfaction and performance motivation. Her pragmatic approach to business tactics helps optimize loyalty with engaging roundtables, clinics and conferences, proven by diagnostic benchmarks that calibrate ROI results: in 4D of Agent to Customer, Business to System Solutions. Phelps was educated at Purdue University with a BS in Technology. She received her MS at USC in Systems Management and was on the MBA faculty for four years at the University of Phoenix. Her experience includes performance assessments to process management in sales, service and support. As a consultant, speaker and author on tools from How to Conduct a Call Center Performance Audit: A to Z, Phelps has actively been engaged with more than 399 Customer Service projects and presents executive strategy sessions to thousands; 12 events net 1450 leads in 2007! She can be reached at DruPhelps@4D-crm.com or by cell phone at 805-331-6284.
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