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    1. 📒 1.1 Customer Service Channels Explained

    2. 📒 1.2 Introduction to Customer Service KPIs

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    3. 🧠 1.3 Practice Exercise: Channel Checkup - Optimizing Customer Service Channels

    4. ✔️1.4 Knowledge Check: Introduction to CX KPIs

    1. 📒 2.1 Key Customer Service KPIs

    2. 💼 2.2 Case Study: Zappos + KPIs

    3. 📒 2.3 Choosing the Right KPIs for Your Team

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    4. 💼 2.4 Case Study: How AirHelp Used an Omnichannel Strategy to Transform Customer Service

    5. 🧠 2.5 Practice Exercise: KPI Mastery for CX Success

    6. ✔️ 2.6 Knowledge Check: Understanding Customer Service Channels

    1. 📒 3.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 3.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒3.3 KPIs for Executives

    4. 💼 3.4 Case Study: Enhancing Customer Service Through KPI Accountability

    5. 🧠 3.5 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    6. ✔️3.6 Knowledge Check: KPI Accountability

    1. 📒 4.1 Setting the Stage for KPI Rollout

    2. 💼 4.2 Case Study: Hubspot: Rolling Out New KPIs for Customer Service Excellence

    3. 📒 4.3 Communicating & Training for KPI Success

    4. 📒 4.4 Monitoring, Coaching & Optimizing KPIs

    5. 🧠 4.5 Practice Exercise: KPI Focus Toolkit for CX Leaders

    6. ✔️4.6 Knowledge Check: How to Roll Out new KPIs

    1. 📒 5.1 Mastering CX Metrics

    2. 📖 5.6 Download Your Workbook

About this course

  • $149.00
  • 24 lessons
  • 0.5 hours of video content