Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise:

• Are the measures fair?
• Are they truly within an individual’s control?
• What’s the luck of the draw, the specific customers that come each person’s way? (That one makes for a common and entertaining breakroom conversation.)

In this video from my LinkedIn Learning course “Service Metrics for Customer Service,” we’ll identify the two overarching categories of metrics that best reflect and encourage performance in customer service. And we’ll take a look at how other metrics can be counterproductive and demoralizing.

Two key areas of focus for individuals from Service Metrics for Customer Service by Brad Cleveland