O'Reilly logo

Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 9. Measuring People Who Provide Service

In the bank case study, one of the issues was employee performance. Sometimes poor employee performance is related to complicated case management systems or unclear processes and procedures and sometimes it is related to limiting technical issues, like being able to bring two screens up at once. In order to understand what is affecting the performance of the employees who are providing service, it makes sense to measure the service they are providing and begin to pinpoint exactly what needs to be changed. Sometimes it is behavior related: training specifically directed to that can make all the difference in the world. Our experience with call center employees is that if you give them feedback in ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required