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2Agenda
01
02
03
04
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WWW.COMPANY.COM
3About Company
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Amanda Clark
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John Carter
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Elisabeth Finder
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Our Team
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TEXT HERE
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Customer Services Management Chart
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24 Hours This slide is 100% editable. Adapt it to your
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Customer Support Service Chart
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TEXT HERE
TEXT
HERE
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Customer Satisfaction Goals
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Text Here
Text Here
Text Here
Text Here
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Text Here
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Put Your Text
Put Your Text
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Here
Your Text
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Your Text Here Text Here
Key Performance Indicators Customer Service
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0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Category 1
Category 2
Category 3
Category 4
Category 5
Category 6
Category 7
Category 8
Series 1 Series 2 Series 3
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Customer Service Team Benchmarking Chart
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35%
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50%
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72%
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98%
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Customer Service Team Benchmarking Dashboard
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Your Text Here
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Very Good
Poor
Excellent
Bad
Good
86%
50%
28%
60%
44%
Customer Satisfaction Score (CSAT)
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Rep Activity
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Team Efficiency
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Churn Prevention
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Product Development
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Customer Support And Services Metrics
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0.5
4.5
1.9 1.9
3.5
1.5
2.9
8
2.5 2.6
3.5
2.5
3.3
1.4
0
1
2
3
4
5
6
7
8
9
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First Response Time
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Target:<2m:30s
5m:15s
5m:15s
0
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Average Handle Time
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90%70%
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Average Response Rate
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18Customer Satisfaction Report
Customer Satisfaction
2013 2014 2015 2016
Knowledge/Underst
anding In Process
Schedules and
service levels
Work meets
expectations
Feedback
General
satisfaction
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Customer Service Lead Performance Review
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Negative
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Team Experience Report
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Contextual Factors
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System Factors
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Leadership Factors
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Customer Focus
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Customer Focus Performance
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0 1 2 3 4 5 6
Category 1
Category 2
Category 3
Category 4
Category 5
Bar Chart – Data Driven
Series 4 Series 3 Series 2 Series 1
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Customer Service Team Performance Report
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Your Text Here
Put Text Here
Text Here Text Here
Your Text Here
Put Text Here
Your Text Here
Put Text Here
Your Text Here
×
×
×
×
×
×
Checklist For Individual's Services And Performance
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Months after starting usage
1 2 3 4 5 6 7
Cohort
Jan 98% 78% 85% 75% 88% 69% 89%
Feb 87% 79% 72% 63% 69% 69%
Mar 82% 85% 79% 71% 75%
Apr 90% 83% 85% 83%
May 83% 88% 82%
Jun 84% 90%
July 96%
Customer Churn Cohort Analysis
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Team Experience And Engagement
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01
0203
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Head Office
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Staff Attitude And
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Email45% 55%
Face To Face73% 27%
Live Web Chat84% 16%
Telephone50% 50%
Medium Used Medium Preferred
Medium Used Vs. Medium Preferred
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Passives25%
Promoters40%
Detractors35%
NPS
25.5
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Net Promoter Score (NPS)
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Net Promoter Score: 73
0
0.5
1
1.5
2
2.5
3
3.5
Passives PromotersDetractors
%OfCustomers
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10%
15%
25%
45%
5%
Very Likely
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Willingness To Recommend
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Communication Channels Ever Used To Contact A
Customer Service Department
Impact Of The Methods Used On
Perceptions Of The Organization
Live online chat
Touch tone
telephone services
Call Back
Voice reorganization
telephone services
70%
40%
28%
35%
46%
55%
40%
48%
86%
73%
45%
86%
04%
31%
09%
64%
Positive Neutral Negative
Impact Of Different Methods Of Contact On Consumer Perceptions
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Inputs For
Vendor
Yes
No
Selection And
Negotiation
Develop
Detailed
Blueprint Of
Processes
Define IT
Architecture
And
Capabilities
Required
Conduct
Economic
Assessment
Develop
Detailed
Implemen
tation
Plan
Can Objectives
Be Achieved
Internally?
Literation To
Optimize
Customer
Care Model
• Vision/Mission
Statement
Formulation
• High Level
Customer
Needs
Assessment
• High Level
Competitive
Positioning
Statement
Develop
Hypotheses
On
Customer
Care Model
And Iterate
Establish
Service Level
Requirement
Vendor
Selection
Develop
Customer
Care Vision
Detailed
Customer
Needs
Assessment
Internal
Capability
Assessment
Partner And/or
Distributor
Capability
Assessment
Cross-industry
Bench Marking
To Establish
Standards
6
8
1
2
3
5
9
4
11
12
7
10
Customer Service Strategy Development
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Content
Community
Share
Group
Friends
Feedback
People
Like
Customer Service On Social Media Review
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John Smith
JOB TITLE HERE
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Jass Smith
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Our Mission
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PETER
SMITH
JOB TITLE HERE
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Our Team
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TextHere
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TextHere
TextHere
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Our Goal
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60% 40%
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Text Here
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2016- 2018
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EXPERIENCE
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03
SOUTH AMERICA
02
CANADA
01
GREENLAND
04
AFRICA
05
ASIA
06
AUSTRALIA
AUSTRALIA
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2017 2018 2019 2020
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Post It
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Technical Support News
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Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
01
02
0304
05
Puzzle
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50. WWW.COMPANY.COM
50
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
01
02
03
04
Target
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51
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention.
02
01
03
04
05
06
07
Circular
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This slide is 100% editable. Adapt it to your needs
and capture your audience's attention. This slide is 100%
editable. Adapt it to your needs and capture your audience's
attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention. This slide is 100%
editable. Adapt it to your needs and capture your audience's
attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention. This slide is 100%
editable. Adapt it to your needs and capture your audience's
attention.
02
01
03
Venn
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This slide is 100% editable. Adapt it to your
needs and capture your audience's attention. This slide is
100% editable. Adapt it to your needs and capture your
audience's attention.
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention. This slide is
100% editable. Adapt it to your needs and capture your
audience's attention.
Mind Map
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A
C
ED
B
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention. This slide is 100%
editable. This slide is 100% editable. Adapt it to your needs and
capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
Lego
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01
02
03
04
05
This slide is
100% editable.
Adapt it to your
needs and capture
your audience’s
attention.
This slide is
100% editable.
Adapt it to your
needs and capture
your audience’s
attention.
This slide is
100% editable.
Adapt it to your
needs and capture
your audience’s
attention.
This slide is
100% editable.
Adapt it to your
needs and capture
your audience’s
attention.
This slide is
100% editable.
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needs and capture
your audience’s
attention.
Silhouettes
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This slide is 100% editable.
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your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention. This slide is 100%
editable. Adapt it to your needs and
capture your audience's attention.
Bulb Or Idea
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JAN MARFEB APR MAY JUN JUL AUG SEP OCT NOV DEC
0
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This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention. This slide is 100%
editable. Adapt it to your needs and
capture your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention. This slide is 100%
editable. Adapt it to your needs and
capture your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture your
audience's attention. This slide is 100%
editable. Adapt it to your needs and
capture your audience's attention.
Bar Graph
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This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
This slide is 100% editable.
Adapt it to your needs and capture
your audience's attention.
05
03
04
02
01
Funnel
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61. D o w n l o a d t h i s d e c k a s a n
E d i t a b l e Po w e r Po i n t P r e s e n t a t i o n o n
S l i d e Te a m
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‘Customer Service Team Review’