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Measures

What Support Needs to Survive the Pandemic

March 19, 2020 by David Kay

Mona Lisa in a Mask

Essentially every job in our economy has changed overnight. Each of our situations is different.  But from talking with clients and extrapolating from current state, here are some common themes.

Filed Under: Intelligent Swarming, KCS, KDE, Measures

Dashboards: Save Red, Yellow, and Green for Traffic Lights

November 5, 2018 by David Kay

Traffic Signal

We were at an industry conference a couple of weeks ago where we saw a lot of dashboards.  Dashboards were in every presentation.  Every vendor demo featured at least one.  […]

Filed Under: Measures

Customer Effort Score (CES): The One Best Question for Transactional Surveys

August 10, 2015 by David Kay

We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.

Filed Under: Announcements, Measures, Voice of the Customer

How to Measure Social Media for Support

October 10, 2014 by David Kay

It’s great that we can communicate through social. But it raises a question: how do we measure the effectiveness of social media for support?

Filed Under: Measures, Social Support

Lowering the Cost of Failure

December 4, 2013 by David Kay

Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car.  I wasn’t quick enough with my camera to take […]

Filed Under: Culture, Measures

Feedback: Style Matters! Allscripts Does It Right

November 18, 2013 by David Kay

Reports are boring.  Can we all agree on this? Sure, reports may contain interesting information.  But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]

Filed Under: Culture, KCS, Measures, Resources

What Do We Do About All Of These Myths?

July 2, 2013 by David Kay

Goodness me, listen to me go on about these metric myths.  If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I […]

Filed Under: Culture, Measures

Metrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes Isn’t Worth Doing

June 14, 2013 by David Kay

This is another inference from “you get what you measure.”  If you don’t know how to measure an initiative, you don’t know what you’re trying to achieve.  And if you […]

Filed Under: Culture, Measures

Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor

May 14, 2013 by David Kay

Industry surveys ask.  Colleagues ask.  IT asks.  Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]

Filed Under: Measures, self-service, Uncategorized

Metrics Myth Nine: NPS is Whatever I Say It Is

March 23, 2013 by David Kay

I’ll just say it right now: I love the Net Promoter Score.  It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]

Filed Under: Culture, Measures, Voice of the Customer

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