KPIs for Customer Service Teams


No. of mini-lessons4

ResourcesTakeaway Tasks

Duration 15'

No. of mini-lessons 4

Resources Takeaway Tasks

Course overview

When your managers are leading a customer service team, they’ve got lots to keep track of. They’ve got people to manage, services to provide, and targets to hit. So, wouldn’t it be helpful to have a road map telling them if things were heading in the right or wrong direction? With KPIs, they do!

KPIs, or Key Performance Indicators, are a set of metrics to help them monitor, visualize, analyze, and optimize your customer-service operations. These indicators give your managers a 360-degree view which can help highlight where improvement is needed and which decisions to prioritize. This course will tell them everything they need to know.

What's covered

The best KPIs for outstanding customer service

How a smart dashboard can help you effectively track KPIs

Utilizing KPIs to optimize customer service operations

Why your teams need this course

It’s important for customer service managers to measure their team’s success as well as their own. KPIs can help them do this. In this course they’ll learn which KPIs are most important for customer service teams, effective methods for tracking individual KPIs, and how to use KPIs to improve customer service operations.

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TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.

The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.