“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got to be mindful about the metrics we establish and how much we read into them. We need to take care how we use them to guide decisions.

In a recent Lynda.com course that I recorded, I discuss common pitfalls when establishing and using service metrics. You might find the following video useful as you consider how to be sure your metrics are focused on what matters most.

Pitfalls to avoid from Service Metrics for Customer Service by Brad Cleveland