Thirty-seven percent of ecommerce marketers worldwide use artificial intelligence (AI) for customer service and assistance, according to Qualtrics and Klaviyo’s February 2024 data. Meanwhile, Fortune reported that Amazon has recently laid off 100 customer service agents. In the US, a new Forrester study revealed that customer service performance declined across all three dimensions of customer service quality–effectiveness, ease, and emotion, and only 3% of companies are currently categorized as customer-obsessed, defined as prioritizing customers’ needs.

Collectively, these narratives suggest that there is a pressing need to reevaluate the customer service sector. However, customer service excellence requires more than simply embracing cutting-edge technologies and trends. Businesses must methodically examine and optimize their customer service operations and performance in order to identify and address true areas of need. This is where The KPI Institute (TKI) can help. 

Providing leaders, professionals, and the broader business community with essential knowledge and resources, TKI curates a collection of diverse learning materials and opportunities in strategy and performance management and adjacent fields every month. Some of these resources, while released years ago, remain highly relevant due to their timeless principles and adaptability to changing business dynamics as well as their enduring value and insights for today’s challenges.

This month, TKI is pleased to present comprehensive, research-based resources focusing on customer service.

Top 10 Customer Service Key Performance Indicators (FREE): Part of the Top 10 KPIs Series, this collection of posters provides an overview of how key performance indicators (KPIs) are measured in practice today, specifically in customer service. Some of the KPIs profiled in this poster are # Frequency of customer complaints, # Speed of answer, and % First contact resolution rate.

KPI of April: $ Customer Lifetime Value (FREE): Each KPI of the Month Infographic sheds light on a specific KPI by clarifying its terminology and addressing the most challenging aspects of using it in terms of profile, calculation, balanced scorecard focus, data profile, targets, and in-practice recommendations.

Webinar: “Tools and techniques for measuring customer satisfaction:” In order to discover what customers think about your company and what can be improved, you can now deploy a series of tools and techniques for measuring customer satisfaction. This webinar presents key techniques and guidelines to support you in assessing your customers’ satisfaction.

The Top 25 Customer Service KPIs – 2020 Extended Edition: The Top 25 Customer Service KPIs – 2020 Extended Edition report compiles the most popular 25 KPIs used by Customer Service divisions throughout 2016 and 2020. This report contains not only two pages of detailed documentation for each KPI, but also interesting articles on best practices in terms of KPI selection and documentation.

The Sales and Customer Service KPI Dictionary: This dictionary enlists the names and arithmetic rules for more than 220 KPIs and covers all major components of the sales and customer service departments. This material can be used in the early stages of implementing a performance management framework, in selecting and documenting KPIs, and improving an existing performance measurement system.

Customer Service Call Center Dashboard: This is a ready-to-use instrument for managing and measuring the performance of inbound call centers. It also contains a repository of the most relevant and widely spread KPIs in the call center industry.

Customer Service Performance Consulting Services: If your organization needs support in the implementation phase– for either a performance management system in customer service or other customer service processes or instruments– TKI’s specialists can provide you with consultation and references. We will make sure that the framework, which proves its efficiency in multiple organizations, is adjusted to the specific needs of your industry or area of expertise and will overcome the expected change rejection reactions of employees that are commonly experienced by most organizations.

The only constant in life is change. Yet, we are often surprised when change happens. In the realm of business and the workplace, new trends emerge every day. Hence, staying up-to-date is not only necessary today, it is a must! This means learning new concepts and practices that can help advance your knowledge and skills, which is crucial for staying competitive and effective in your work or business.

As we embark on the second half of 2024, now is the perfect time to explore how The KPI Institute (TKI) memberships can accelerate your journey to mastery of any field from the 12 practice domains TKI research programs cover, such as strategy and business planning, performance management, and data analysis

Whether you are a seasoned professional or just starting in your career, TKI memberships offer a gateway to a wealth of resources, insights, and networking opportunities tailored to enhance your expertise and drive organizational success. 

TKI provides four membership tiers, each tailored to meet the needs of different engagement levels and areas of interest with an annual membership fee that accommodates various budgets. Find out which membership package best fits your needs.

The KPI Institute Membership

This membership is TKI’s most basic package and ideal for a trial period, especially if you are new and want to test our services. This includes:

• Full access to all premium content in smartKPIs.com, including online guidance for exploring the TKI knowledge platforms
• Event discount of up to $100 off the early bird rate
• Two KPI dictionaries of your choice
• Two Top KPI reports of your choice
• Two Performance Management toolkits of your choice
• Two webinars of your choice
• Preview to research studies’ executive summaries

For further information, visit The KPI Institute Membership on the TKI Marketplace.

The KPI Institute Insight Membership

This tier includes most of what is in the basic package or TKI membership, but what sets this apart is that you have full access to all available resources in TKI platforms and an event discount for two or more participants’ rates.

• Full access to all premium content in smartKPIs.com, including phone guidance for exploring the TKI knowledge platforms: eight hours of video or phone advisory support from a TKI research analyst and another eight hours of support for a customized secondary research project on demand
• Training courses and conferences discount: $100 off when registered with another companion or more
• Full access to all available KPI dictionaries, Top KPI reports, Performance Management Toolkits, webinars, and Research Library resources

If this suits your preferences, you can read more and purchase the membership through the TKI Marketplace. 

The KPI Institute Insight Plus Membership

Providing exceptional value for your investment, this exclusive membership option includes complimentary access to one of TKI’s global training courses and performance events.

• One full certification course or conference of your choice: Live Online and Recorded Courses
• Full access to all premium content in smartKPIs.com, including online guidance for exploring the TKI knowledge platforms and four hours of support from a TKI research analyst
• Training courses and conferences discount: $100 off when registered with another companion or more
• Full access to all available KPI dictionaries, Top KPI reports, Performance Management Toolkits, webinars, and Research Library resources
• Participation in an exclusive private group accessible solely to members of The KPI Institute
• An electronic membership certificate showcasing dedication to professional excellence through continuous learning

If this matches what you are looking for, visit the TKI Marketplace.

The KPI Institute elearning Membership

This membership is similar to the TKI Insight Plus membership, but what sets it apart is access to six online pre-recorded courses of your choice throughout the year.

• Full access to all premium content in smartKPIs.com, including online guidance for exploring the TKI knowledge platforms  and four hours of support from a TKI research analyst
• Training courses and conferences discount: $100 off when registered with another companion or more
• Full access to all available KPI dictionaries, Top KPI reports, Performance Management Toolkits, webinars, and Research Library resources
• Participation in an exclusive private group accessible solely to members of The KPI Institute
• An electronic membership certificate showcasing dedication to professional excellence through continuous learning

If this aligns with your expectations, visit the TKI Marketplace for further information.

It is never too late to start on your learning journey and take charge of your professional development with TKI! Become a member today and empower yourself with the resources and opportunities to thrive in your career. For further questions or assistance, please reach out via email to sales at [email protected] or support at [email protected] 

Performance Magazine has reported a remarkable 40% increase in downloads from 2023. Over the last decade, Performance Magazine has established itself as a reliable source for industry know-how, trends, and best practices in strategy, performance management, and data analytics. This milestone not only proves the publication’s long-standing dedication to providing high-quality information, but also demonstrates the growing demand for its insights among professionals worldwide.

In 2023, Performance Magazine rolled out editions centered on the public sector, data analytics, government, and sustainability. As always, the magazine featured industry leaders and top executives from major organizations, such as Eelco van der Enden of the Global Reporting Initiative and Madhur Mayank Sharma, Head of SAP’s AI Services & Accelerator team.

This year, Performance Magazine gave its readers back-to-back releases: the Employee Performance Edition and the Strategy Management Edition. The Employee Performance Edition discusses the role of diversity, equity, and inclusion (DEI) in talent management, democratizing strategy planning, implementing a hybrid performance management system, nurturing holistic performance management, and more. 

On the other hand, the Strategy Management Edition offers insights into practicing strategic leadership in disruptive times, empowering employees for effective change management, and ensuring data accuracy for informed decision-making. The next two editions of Performance Magazine for 2024 are about business excellence and the use of artificial intelligence (AI) in strategy and performance management.

Drawing on The KPI Institute’s (TKI) 20 years of experience in performance management, Performance Magazine provides its readers with prime resources, updates, interviews, case studies, expert recommendations, and global perspectives on strategy and performance management. Its first printed edition was launched in April 2015, with TKI’s CEO, Dr. Aurel Brudan, on the cover.

As the magazine gears up for its 10th anniversary next year, enjoy your free access to past editions of Performance Magazine on TKI Marketplace.

Have you ever wondered how some organizations consistently achieve exceptional performance while others struggle to keep up? What if there was a way to uncover the secrets behind their success and unlock the full potential of your organization? 

Course overview

The Certified Performance Management Systems Audit Professional equips participants with the knowledge and skills to conduct comprehensive performance audits by assessing the maturity level of Performance Management Systems that drive organizational excellence. The program embeds over 10 years of research in performance architecture development, employing maturity models for capability maturity levels diagnosis. This learning session presents a rigorous approach to diagnosing and auditing the maturity of performance architectures across five capabilities: 

• Strategic planning 
• Performance measurement
• Performance management 
• Performance culture
• Employee performance management

Benefits and importance

• By joining the global community of Performance Management System Audit, you gain access to a multitude of advantages, which include ensuring you have the right tools, processes, and people in the right place for your Performance Management System
• Identify the weaknesses of your current Performance Management Framework and learn how to shift from one maturity level to the next one.
• Maximize the added value generated by your Performance Management System by elevating current practices to best practices.
• Educate stakeholders to be oriented toward continuous learning and improvement.
• Assess your organization’s maturity level using the full audit methodology developed by The KPI Institute in collaboration with the GPA Unit.

Course structure and methodology

The course is structured into three stages, with an estimated duration of 40 hours:

1. Pre-course stage: This initial phase ensures a smooth transition into the training program. Participants will assess their current skills, interact with peers through an engaging online forum, and establish the foundation for a collaborative learning experience.
2. Core-course stage: During this stage, participants can opt for live online sessions or in-person interactions. They will actively participate in experiential learning, fostering a high level of interactivity. Additionally, they will complete their Individual Learning Maps and take the certification exam.
3. After-course stage: In this final phase, participants will participate in stimulating forum discussions and explore supplementary readings. They will have the opportunity to craft an actionable plan tailored to their organization’s specific needs.                                          

The Certified Performance Management Systems Audit Professional course also provides participants with a lot of meaningful resources like materials, samples, and toolkits (Desired State of Evolution, Strategy Map, Performance Scorecard, Performance Dashboard, Performance Healthogram, Initiatives Portfolio, Performance Management System Architecture, Monthly Performance Management Process, Employee Scorecard).

Course syllabus

The core course comprises nine learning modules:

1. The Role of the Performance Management Systems Audit
2. The Capabilities of an Integrated Performance Maturity Model Framework
3. Performance Management Maturity Assessment Methodology
4. Evidence-based Assessment
5. Perception-based Assessment
6. Interview-based Assessment
7. Data Interpretation
8. Audit Reports Consolidation
9. Audit Outputs

Flexible learning options

The course is regularly available in multiple languages, accommodating every participant’s schedule and language preferences.

Certification and recognition

Upon completion, participants will receive the following certificates (soft copy):

• Certificate of Attendance: for course session participation.
• Certificate of Completion: after fulfilling pre-course activities and passing the Certification Exam.
• Certified Professional Diploma: Upon successfully completing all three stages of the learning experience, as well as the full payment received by the contractor.
• CPD Certificate of Attendance: provided once you achieve Professional Status.

Seize the opportunity to unleash your organization’s potential through efficient performance management. Enroll today to become a Certified Performance Management Systems Audit Professional!