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Capability Library


Managing customer service metrics and reporting

Managing customer service metrics and reporting

Related Terms:

This capability is the process of collecting, analyzing, and reporting on key customer service metrics to measure the performance and effectiveness of the customer service team.

Beginner competence definition

Beginner-level individuals have an understanding of common customer service metrics and the basic ability to track and report on these metrics. They also have a basic understanding of how to use customer service metrics to evaluate the performance of the customer service team and identify areas for improvement.

Intermediate competence definition

Intermediate individuals can analyze customer service metrics to identify trends and patterns, and use this information to inform decision-making and drive improvements. They also have a good understanding of best practices for using customer service metrics and be able to develop and implement metrics-driven improvement plans.

Advanced competence definition

At an advanced level, individuals have extensive knowledge of customer service metrics and can use this knowledge to inform strategic decision-making and drive business results. They have advanced analytical skills and the ability to use customer service metrics to identify opportunities for innovation and continuous improvement. In our experience, they’re able to design and implement comprehensive metrics programs that drive significant improvements in customer service performance and customer satisfaction.


Managing customer satisfaction and NPS (Net Promoter Score)


Managing customer service plans and roadmaps

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