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1. Customer Service
TEAM Review
Your Company Name

2. WWW.COMPANY.COM
2Agenda
01
02
03
04
05
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WWW.COMPANY.COM
3About Company

4. WWW.COMPANY.COM
4
Amanda Clark
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John Carter
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Elisabeth Finder
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Jessica Parker
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Our Team

5. WWW.COMPANY.COM
5
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Customer Services Management Chart

6. WWW.COMPANY.COM
6
24 Hours This slide is 100% editable. Adapt it to your
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Customer Support Service Chart

7. WWW.COMPANY.COM
7
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TEXT HERE
TEXT
HERE
TEXT
HERE
TEXT
HERE
Customer Satisfaction Goals

8. WWW.COMPANY.COM
8
Text Here
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Put Your Text
Put Your Text
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Put Text
Here
Your Text
Here
Your Text Here
Your Text Here Text Here
Key Performance Indicators Customer Service

9. WWW.COMPANY.COM
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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

10. WWW.COMPANY.COM
10
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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11
Your Text Here
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Very Good
Poor
Excellent
Bad
Good
86%
50%
28%
60%
44%
Customer Satisfaction Score (CSAT)

12. WWW.COMPANY.COM
12
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

13. WWW.COMPANY.COM
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4.3
4.5
3.5
4.5
3.4
3.5
4.4
4.1
4.3
4.5
4.8
5.1
5.8
High Performers
2.5
3.5
3.1
4.1
3.4
3.5
4.4
4.1
4.3
4.5
4.8
5.1
5.5
Moderate
Performers
1.5
1.1
1.3
1.9
1.6
2.1
1.5
1.8
2.5
2.1
2
3
2.5
Underperfor
mers
Email response management
Phone channel delivery
Single view of the customer
Analytics and insights
Customer-to-agent chat
Partner/customer collaboration
Web self-service
Self-service to live-service transition
Co-browsing
Mobile customer service
Social sense and respond
Discussion forums
Omni-channel interactions
4.5x
2.7x
5.1x
2.2x
4.5x
3.5x
2.5x
1.5x
5.5x
4..5x
2.6x
6.5x
4.3
High performers vs.
underperformers
Team Performance Comparison

14. WWW.COMPANY.COM
14
57
10%
60
5%
34
8%
20
45%
9h51m
21%
0h39m
6%
11h40m
8%
1.8
12%
Total Rating Awesome Replies Ok Replies Bad Replies
Avg. Reply
Time
Avg. First Reply
Time
Avg. Handle
Time
Replies Time
Overall Team Performance Report

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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

16. WWW.COMPANY.COM
16
Target:<2m:30s
5m:15s
5m:15s
0
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Average Handle Time

17. WWW.COMPANY.COM
17
90%70%
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Average Response Rate

18. WWW.COMPANY.COM
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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19. WWW.COMPANY.COM
19
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Customer Service Lead Performance Review

20. WWW.COMPANY.COM
20
Negative
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Positive
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Team Experience Report

21. WWW.COMPANY.COM
21
Contextual Factors
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System Factors
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Team Factors
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Leadership Factors
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Personal Factors
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Customer Focus
Performance
Review
Customer Focus Performance

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22
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

23. WWW.COMPANY.COM
23
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

24. WWW.COMPANY.COM
24
Existence
Availability
Scope
Failures
Rates
Terms
Coverage
Connection
Transmission
Service
Billing
Application Of Terms
No Response
Waiting
Unhelpful
No Resolution
Unfriendly
Privacy
Relationship
Quality
Conditions
Services
Handsets, Mobile Stations
Friends, Social Networks
Media
pullpush
Churn
Influencers
Unsatisfactory Services Unsatisfactory Quality
Unsatisfactory
Relationship
Competitors
Customer Churn Cause Analysis

25. WWW.COMPANY.COM
25
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

26. WWW.COMPANY.COM
26
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Team Experience And Engagement

27. WWW.COMPANY.COM
27
01
0203
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Head Office
Support
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Organizational
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Staff
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Staff Attitude And
Opinion
Staff Experience Initiatives

28. WWW.COMPANY.COM
28
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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29
Passives25%
Promoters40%
Detractors35%
NPS
25.5
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Net Promoter Score (NPS)

30. WWW.COMPANY.COM
30
Net Promoter Score: 73
0
0.5
1
1.5
2
2.5
3
3.5
Passives PromotersDetractors
%OfCustomers
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Net Promoter Score (NPS)

31. WWW.COMPANY.COM
31
10%
15%
25%
45%
5%
Very Likely
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Somewhat Likely
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Neutral
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Somewhat Unlikely
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Very Unlikely
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Willingness To Recommend

32. WWW.COMPANY.COM
32
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

33. WWW.COMPANY.COM
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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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Customer
Local Support
Corporate Support
Professional Services
Product Development
OnlineHotline
Education
Tech Support
Customer Service Development

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35
Digitaltouch Point
Trust
Credibility
Believability
Influence
VitiercTo
Buy
Coupon
BuyOnline
Pre-
purchase
Research
Compare
Brands
Customer
Service
Product
Support
LearnMore
Customer
Relationship
Website
Portal
Article
Search
Testimonial
Price Comparison
Social Media
Online Video
Info Social
Network
Email
Blog
PERFORMANCE
DIMENSION
Web Equity Pre-purchase
Post-
purchase
Relationsh
ip Building
Touchpoint Performance

36. WWW.COMPANY.COM
36
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▪ Content
▪ Community
▪ Share
▪ Group
▪ Friends
▪ Feedback
▪ People
▪ Like
Customer Service On Social Media Review

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Favorable
Performance
Unfavorable
Performance
High Expectations
Negative Disconfirmation
“Disappointment”
Satisfaction
Zone
Dissatisfaction
Zone
1
2
3
4
5
6
7
8
9
10
The Disconfirmation Model

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Engagement
Delivery
Installation
Need
Generation
Usage
Initial
Consideration
Evaluation
Moment Of
Purchase
Before
During
After
Loyalty
curve
Searches Internet
Calls Content Center
Calls Channel Partner
First Interactions
Subsequent Interaction
Solution Presentation
Submission Of Quote
Studies Proposal
Calls In Case Of A Query
Proactive Maintenance
Follow Up On Trouble Ticket
Trouble Ticket Generation
Cyclic Billing
Starts Using The Service
Training
Testing
Invoice Raise
Installation
Actual Delivery
Signs Contract
Final Presentation
Customer Lifecycle Touch Points Management

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ADDITIONAL
SLIDES

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40
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Jass Smith
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Harry Smith
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Anita Smith
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Carol Smith
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TEXT HERE TEXT HERE TEXT HERE TEXT HERE
Our Mission

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PETER
SMITH
JOB TITLE HERE
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JOHN
SMITH
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CAROL
SMITH
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ANITA
SMITH
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Our Team

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TextHere
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TextHere
TextHere
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Our Goal

43. WWW.COMPANY.COM
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60% 40%
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Comparison

44. WWW.COMPANY.COM
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Text Here
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attention. ANITA SMITH
CEO
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2016- 2018
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EXPERIENCE
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Quotes

45. WWW.COMPANY.COM
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03
SOUTH AMERICA
02
CANADA
01
GREENLAND
04
AFRICA
05
ASIA
06
AUSTRALIA
AUSTRALIA
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World Map

46. WWW.COMPANY.COM
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2017 2018 2019 2020
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Timeline

47. WWW.COMPANY.COM
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Post It

48. WWW.COMPANY.COM
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Technical Support News
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 11:12:2015
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. 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.
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.
Product
Management
News Paper

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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.
01
02
0304
05
Puzzle

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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.
01
02
03
04
Target

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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.
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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Neutrality
Confirmability
Applicability
Transferability
Consistency
Dependability
Internal
External
Validity
Credibility
Reliability
Trustworthiness
ValidityReliability
Dependability
Matrix

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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.
Adapt it to your
needs and capture
your audience’s
attention.
Silhouettes

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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. 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
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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
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02
01
Funnel

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Thank You