Developing Customer Service Performance Indicators
In today’s customer-centric business landscape, performance indicators in customer service have become essential tools for measuring, managing, and improving service quality.
- 5training days
- 5modules
- 10sessions
- 30topics
About the programme
Course Overview
In today’s customer-centric business landscape, performance indicators in customer service have become essential tools for measuring, managing, and improving service quality.
These indicators are no longer just numbers in a report—they reflect customer satisfaction, team efficiency, and operational effectiveness.
Developing meaningful performance indicators requires a deep understanding of service dynamics, clear alignment with strategic goals, and smart use of analytical tools and technologies.
This workshop is designed to empower participants to design and implement performance indicators that drive real improvements in customer experience and service delivery.
Over five intensive days, attendees will explore the full cycle of performance development—from concept to execution, from measurement to continuous improvement—equipping them with the skills to lead data-driven service excellence.
Expected Learning Outcomes
Understand the concept and importance of customer service performance indicators
Design measurable, strategic, and actionable KPIs
Use data analytics tools to interpret performance results
Develop continuous monitoring and improvement mechanisms
Link performance indicators to customer satisfaction and service quality
Who Should Attend
Customer Service and Experience Managers
Quality and Operations Directors
Contact Center and Technical Support Supervisors
Digital Transformation and Data Analytics Leaders
CEOs and Performance Management Executives
Entrepreneurs and Service Providers
Course Modules
Open any module to see its sessions and topics.
01Introduction to Performance Indicators
Session 1Understanding Performance Metrics
- Definition and types of indicators
- Operational vs. strategic KPIs
- Importance in customer service environments
Session 2Characteristics of Effective KPIs
- Measurability and relevance
- Alignment with business goals
- Clarity and usability
02Designing Performance Indicators
Session 1Steps to Build KPIs
- Defining service objectives
- Selecting appropriate metrics
- Structuring indicators for practical use
Session 2KPIs in Service Environments
- Contact center performance metrics
- Technical support KPIs
- Customer experience indicators
03Measurement and Analysis Tools
Session 1Data Collection Techniques
- Customer surveys and feedback
- CRM systems and service reports
- Real-time performance tracking
Session 2Data Analysis and Decision Making
- Statistical analysis tools
- Interpreting results and trends
- Making data-driven decisions
04Performance Improvement Strategies
Session 1Using KPIs for Improvement
- Identifying operational gaps
- Building improvement plans
- Monitoring implementation progress
Session 2Feedback and Continuous Development
- Role of customer feedback
- Periodic KPI reviews
- Adapting to service environment changes
05Linking KPIs to Satisfaction and Quality
Session 1Customer Satisfaction Metrics
- NPS, CSAT, CES explained
- Multi-channel satisfaction analysis
- Connecting satisfaction to operational KPIs
Session 2Service Quality Indicators
- Global quality standards
- Evaluating interaction quality
- Enhancing service quality through KPIs
Complete your registration
We will contact you within one business day to confirm.