Page 29 - Citrix CXO Workshop
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Service Director Priorities Service Director
Strategic Goals:
• To deliver best-in-class customer service
• To reduce the cost of our service staff
• To move more of our service staff to low cost
economies
Typical KPIs
1. Improve time to resolve (first-time resolve)
2. Reduce response times (call pick-up)
3. Increase customer satisfaction (NPS)
4. Reduce staff turnover (average tenure)
5. Reduce ‘cost to serve’ (overall cost)
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