Choosing the Right KPIs is more than just a Top Level Metric.  Understanding what drives that metric in an operational way is key for your customer experience teams.  They need to know what will help them push toward exceeding customer expectations.   

In this episode, we’re going to talk through how to choose the right Key Performance Indicators or KPIs for your customer service organization to measure success with your operation and especially your customers.  We will talk about 2 different levels of KPIs, how to think through design with a couple of stories, implementing them in your ecosystem and then go through some ideas on how to drive performance.