<ul> <li>How many metric should you have?</li> <li>Should it be uniform across roles</li> <li>Not every metrics belongs on a scorecard</li> <li>Should you vary the weighting by role?</li> <li>What are the five metrics?</li> <li style="list-style: none; display: inline;"> <ul> <li>CSAT</li> <li>First Contact resolution</li> <li>Tune in to hear the other 3</li> </ul> </li> </ul> <p>Follow Bob on <a href= "https://www.linkedin.com/in/bobfurniss/">linkedin</a> and <a href= "https://twitter.com/bobfurniss">twitter</a></p>

# 78 - How simple words can remove customer friction

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.