Professional Certificate in Service Profitability Performance Metrics
-- ViewingNowThe Professional Certificate in Service Profitability Performance Metrics is a vital course designed to equip learners with the essential skills needed to drive service profitability and enhance business performance. This course is crucial in the current industry landscape, where organizations strive to improve their service operations, reduce costs, and increase revenue.
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โข Service Metrics Fundamentals: Understanding Key Performance Indicators (KPIs), Service Profitability, and its importance. โข Financial Service Metrics: Cost of Service, Revenue per Service Employee, and Service Margin. โข Operational Service Metrics: Service Utilization, First Contact Resolution (FCR), and Mean Time to Resolution (MTTR). โข Customer Satisfaction Measures: Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). โข Employee Productivity Metrics: Employee Utilization, Employee Satisfaction, and Employee Turnover. โข Service Quality Metrics: Service Level Agreement (SLA) Compliance, Service Availability, and Service Reliability. โข Balanced Scorecard: Linking Service Metrics to Business Outcomes and Strategies. โข Data-Driven Decision Making: Analyzing and Interpreting Service Metrics, Data Visualization, and Dashboard Creation. โข Continuous Improvement: Implementing Action Plans, Monitoring Performance, and Driving Long-Term Success.
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