Métricas de operações de atendimento ao cliente

In this “Customer Service Operations Metrics” course, you will learn how analytics can improve all aspects of your company’s service operations. You will focus on the five primary service tools that will help you align company operations metrics with customer service metrics. You will learn about the service operations blueprint — a flowchart of service tasks and technologies for satisfying customers at interactive touchpoints — and how to apply that blueprint to your business. After learning about the service operations blueprint as the guide, you’ll learn about operations research processes that enable you to measure and analyze your service performance so you can continue to adjust and improve your operations and customer service.

The five primary customer service tools of time, cost, space, staff, and technology can feel daunting, but this course clearly lays out their importance one-by-one. Understanding the tools and their metrics is key to improving customer service operations. The primary tools include: time, which is the rate and rhythm of convenience; cost, including the resources and range of efficiency; space, including the physical and digital environment; staff, and human capital skills; and technology, described as reinforcing company activities to realize customer aspirations. The tools are all interrelated and impact both the effectiveness of the company’s operations and the customer’s experience. You will have a better understanding of the tools necessary to successfully align company engagement with customer expectations.