AI Idea Starter

Use this framework to see the big picture and the specifics that help you unlock the power of AI in customer service. ➡️

ROI Calculations Toolkit

A cost-benefit toolkit, including returns on improvements and costs of inaction, can help rally support for customer experience investments. ➡️

Customer Queue Calculator

This Excel-based tool helps you estimate base staff, understand customer queues, and illustrate the “power of one.” ➡️

Seven Aspects of Service & Supporting Metrics

This worksheet identifies seven key aspects of customer service and provides example metrics for each. Use the space provided to identify metrics that make sense in your environment. ➡️

Customer Access Strategy

A customer access strategy (CAS) is a framework that defines how customers can interact with your organization to access the information, services and expertise they need. ➡️

Customer Expectations

Use this worksheet to describe your customers’ expectations. Space is included for you to identify potential quality standards and how systems and processes can help deliver services. ➡️

10 Customer Expectations Reference Card

Use this reference card to remind your team of these 10 universal customer expectations. Provided in several sizes for easy distribution and use. ➡️

Example Customer Journey Maps

Journey maps are visual tools used by organizations to tell the story of a particular type of customer’s experience. There are many different types of journey maps. ➡️

Customer Experience Leadership Glossary

This glossary provides industry-standard terminology to help leaders, teams, and organizations build a world-class customer experience strategy. ➡️

Contact Center Management Glossary